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RAB Research Archive

Keep customers informed



"No news is good news" does not apply when things go wrong.

When things go wrong, you must over-communicate with your customers.

When people feel stressed out, they begin thinking the worst. And what feels like "over-communicating" to you, feels like reasonable communication to your customer.

Even when delivering bad news -– and especially when things go really wrong – keep your customer in the loop.

Source: Sales trainer Amy O'Connor





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