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 customers.
Even when delivering bad news – and especially when things go really wrong – keep your customers in the loop.
Source: Sales trainer Amy O'Connor
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