Your customers have learned that 98% of all surprises in business are bad. Help them avoid being surprised by bad news by keeping them informed.
Follow-up on problems
It takes thought, time and effort to keep your customers informed about your progress but it is well worth it. That phone call, email or brief note lets them know you care. They will appreciate that and reward you with extra business and perhaps even referrals.
When taking the customer’s order or booking in their job, ask them when they would like to hear from you. Have a place set up in your diary to record this information. But make sure you get back to them when you say you will.
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