When things go wrong with technology – tell your customers! I recently had an experience with an on-line printing system that was not working for me. After many attempts and several calls to service representatives, I was told that the reason why my print job didn’t work was because the system had been down! If someone had mentioned that to me hours before, it would have saved me a lot of time!
Think about your process when things break down. What communication methods are you using so your representatives receive the correct information so that they can better inform their customer? How can you use multiple ways to get the word out to your customers? What proactive ways can you receive positive and negative feedback from your customers?
If you would like help designing an effective process to notify your customers when your system breaks, I’m here to help. Email me or give me a call to start updating your customers today.