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GOOD Customer Service – A Basic Priceless Tool

Proper communication is always at the heart of all matters!

We have all been there before, and will see it again, again and again!

Good communication skills are not always common in a person and are really a learned or personality trait.  In reality its all about plain old COMMON SENSE!

People need answers or status reports when they work with others allowing everyone involved with a project to be in the know!  The responsible contact person on a simple purchase order, shipment, installation or remodel project should always provide proper details.

I have a standard saying that I use quite often, educating persons in a simple and subliminal way on how to run a project or request….”Answer the question before it is asked!”

One of the problems that can still arise even if you do provide accurate and detailed information and answers is that the person on the receiving end of the report or email may not fully read all the sent information.  SO it never usually stops with just one response or report and multiple follow-up communications are necessary to properly handle what we term “Customer Service”

The article below stimulated me today to write this blog.

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To Solve Problems, Try a Little Over-Communication

by: , in: Brainstorms (In-Store Magazine)

People can deal with problems and delays. What they can’t deal with is uncertainty.

When problems arise with a repair or service, keep customers fully informed. In fact, your goal should be to keep them over-informed.

If a customer is waiting for a repair, for instance, don’t make them wait to learn about the repair’s status.

Send them regular updates (daily) by email or phone message, and if the status of the repair changes in any way, call the customer immediately to let them know.

The key to overcoming problems is sincere effort and constant communication. As Tom Peters puts it, “Don’t just communicate. Over-communicate!”

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