A few days ago, I wrote an article on some observations how it feels being a restaurant visitor. Not that it was from a culinary point of view, but describing patterns how staff was dealing with customers - including myself. It is not my intention to repeat summing up deficiencies in the service - ignoring guests, poor communication, minimal willingness. The feeling, in short, was far from positive.
What does this have to do with management if it is not a kind of Michelin restaurant guide? Well, the subject is not too far remote, as any business is constantly dealing with clients in its every day performance. The same way, as I can feel frustrated because the waiter/waitress gives me a look as if I am disrupting his/her peace or waiting in vain to get another order, a customer can feel in the event a company does not adequately respond to the customer needs.
Moreover, I stumbled over another interesting article "People Prefer Incompetence to Rudeness". It illustrates a similar angle on the issue, how you are treated as a customer. The bottom line is, that basically customers like to have a pleasant feeling when dealing with a provider - even in the event, when the requested service or goods cannot be delivered. Better than getting what you want wrapped in rudeness.
It is therefore necessary to keep in mind when you offer services, not to hide behind SOPs or excuses of "too many mails" or blaming a sick colleague; moreover, if the excuse is in fact inexcusable being therefore a blunt lie. That's not what a customer wants to hear. Not providing the proper feedback - or in other words; not fulfilling your promise or expected response - is a big sin in communication. And radiating this image will in the end damage your reputation of the business.
Therefore, put communication high on your priority list. When promising to get back - even if the solution is not (yet) at hand - do get back. Not only is it polite, it is the customer's right - i.e. your obligation.
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