 Do you obey the 5 commandments of customer communication?Published Date: 2008-09-03 14:13:30 WorkOnInternet.com
People may not buy everything on the internet, but recent statistics indicate that 70% of purchases are researched on the internet today. A large proportion of these are then made in person at shops. Imagine the scenario; you have looked on a lighting company's website, and seen a lamp that you like, but you really want to see and feel it in the flesh as they say. You go into the shop, and ask for it. “Oh, but we don't have that in stock” they say! You explain where you saw it, starting to get frustrated. They explain to you, speaking slowly, treating you as someone who just doesn't really understand, that just because it's on the web, doesn't mean they have it in the shop. How do you now feel about that company? I would walk out and go somewhere else. Every time someone external communicates with your company is a chance to impress. Maybe it is time to review what you are doing. Take a look at, what I call the 5 commandments below and see how you score; • Be consistent in what all employees say and do, across all channels of communication. • Make it easy for customers and prospects to contact you, using whatever method suits THEM. • Respond to all contacts in a professional and timely fashion. • Track all communications, and ensure appropriate processes are in place to ensure appropriate action is undertaken in all instances. • Constantly check how you're doing and is everything working, by asking your customers prospects and employees for feedback. There is one common theme, in addition to the external contact that runs through all of these commandments. That is one of internal communication. In order to communicate consistently with people outside the company, you first must learn to communicate effectively inside your company. You may want to check if everyone understands your company's vision and mission. In order to be successful, you must first really want to be successful. The passion and persistence, that all leaders have, is their most essential personal ingredient. In addition, all successful businesses follow steps that others have taken before. Also, you should focus on ensuring that your business direction is strategically aligned to what your customers perceive you are excellent at. Assess, improve, build and implement your marketing and sales plans. This article is one of many sales and marketing articles written by Peter Lawless of http://www.3r.ie - Marketing Consultant delivering Marketing Strategy & Online Marketing, Sales Trainer, and Public Speaker.
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