RAB Insights

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: Amy O'Connor, sales trainer