No News Is The Worst News.
There is no such thing as "too much information" when it comes to nurturing relationships.
It's easy to fall into the trap of thinking that the message you need to deliver will automatically take care of itself. That people automatically know what is going on inside your head.
Nothing could be further from the truth. In the busyness of your day-to-day life you miss important details that have an impact on key decisions you have to make.
Its not just busyness. Distractions and misinformation have an impact on your decision making process as well.
What you don't know can hurt you. Now and later.
So it is with relationships and maintaining communication. You not communicating as well as you should be is the beginning of the fracturing process that ends with your customers doing business with somebody else.
- Instead of waiting until you know more to share more, communicate that you're still looking for answers.
- Instead of hoping that you get the solution right the next time, communicate all the different options you're pursuing on behalf of your customer.
- Instead of glossing over poor service and hoping no one brings it up, share your insight, opinions, and plans for better service in the future.
- Instead of letting your competitors educate your key customers, be proactive about providing insight, intelligence, and unique perspectives.
- Instead of expecting that your customer knows how to defend their relationship with you, make sure that you prepare them with the best answer.
Communication is the easiest thing you have to do.
It's also the hardest. Because it takes time and effort. And honesty.
But doesn't require any fancy technology or an Ivy League education. It just requires good intentions, great follow up, and the willingness to give value to your customers.
The reality of business is that if you're not educating your customers, someone else is. If you're not communicating with them, they're getting their information from someone who's focused on fracturing their relationship with your business.
Think about that the next time you're tempted to communicate less.
No news is the worst news possible.