Learn
Learn
Close

What is 'They Ask, You Answer'?

A revolutionary approach to driving more sales from your inbound marketing.

Learn MoreLearn More

Free Courses in IMPACT+

Dozens of sales, marketing, and content courses inside IMPACT+. Start learning now.

See all coursesSee all courses
Events
Events
Close
IMPACT+ Membership
IMPACT+ Membership
Close
Services
Services
Close

Services Overview

See how you can dramatically increase your inbound leads and sales.

Services Overview

Digital Sales and Marketing Mastery

Fast track your team’s success with IMPACT's most popular service.

Digital Sales and Marketing Mastery

Web Design

Launch a beautiful website that consistently generates leads and revenue.

Web Design

Virtual Sales Training

Equip your sales team with comprehensive training designed to help them close more deals in today's virtual-first world.

Virtual Sales Training

HubSpot Training & Implementation

Train your company to take ownership of HubSpot and get the most out of your investment.

HubSpot Training & Implementation

Case Studies

See dozens of examples of companies succeeding with Digital Sales and Marketing Mastery and They Ask, You Answer.

Case Studies
Become a Certified Coach
Become a Certified Coach
Close

Tips for Avoiding the Most Common Customer Communication Failures

Tips for Avoiding the Most Common Customer Communication Failures Blog Feature

September 18th, 2012 min read

 

customer communicationThe client/agency relationship; is there anything more sacred to your company?


Of course there isn't. After all, isn't it the cornerstone of all successful business models? Keep the customers happy, and not only will you profit, but you'll also profit from the reputation that will surely precede you. And you know what the key to happy customers is? (Spoiler alert: it's in the title.)


It's all about building trust.


And trust is often time built around communication. And let's face it, no one is perfect. All companies or agencies have dropped the ball with communication at some point during a the life of the customer relationship. The key is how your company deals with it.


Below we've listed some of the more common client communication failures, and most importantly, how to avoid committing them.


Interested in learning more about transforming your marketing campaign for more leads and happier customers? Give us a call at IMPACT and learn how we can help!


The Most Common Customer Communication Failures (And How to Avoid Them)


When it comes to customer communication, we've put together a list of what we think are the most common and how you can avoid committing these. Think of this as your customer relationship manifesto, and come back to it whenever you feel that you may be lacking in certain areas or if you have a premonition that a customer may not be happy.


In one of our most popular ebooks, "What to Expect When Working With IMPACT," we thoroughly discuss the client/agency relationship in further detail and how we approach it here at our agency.


Empty Promises


With so many deadlines and tasks to meet on a daily basis, it's sometimes very easy for the words, "no problem. We'll have that done by tomorrow morning" to slip out of your mouth.


Rather than feed your customers a line, be honest with them. Always show your cards, your customers will appreciate the honesty. By making empty promises, you're setting your team up for failure, and your customer for disappointment. That's just not a good day for anybody.


So be up front with your customers, this will prevent you from rushing out an inferior product or service, and will also keep the stress level around the office at a minimum. Talk to your team and come up with a realistic time table, communicate this with the client with the reasoning behind it, and everyone will be happy.


No Excuses


So what happens when a deadline is missed?


Every company or agency goes through this at some point, and it's important to handle it correctly. When a deadline is missed or something else that was promised to the customer, this is usually when excuses start flying. No one likes hearing excuses.


Instead, be honest and up front with the customer and work to develop a solution or a more accurate timetable. Spend your time and energy not on making excuses and trying to cover your behind, but rather on working with the customer on a solution.


Blaming the Client


Once again, a deadline isn't met, a meeting is missed, something gets messed up with the product or service, this kind of stuff will happen at one point or another. Here's where some companies often compound the problem; they blame the client.


Sure, you may have been waiting on something from the client, or they committed a goof somewhere along the line that had repercussions, but it's important not to point any fingers.


Instead, keep the customer informed and clued in on any delays or missed deadlines. It's okay to let the client know that you've run into some delays, they'll surely appreciate this much more than you assigning blame to them, because how is that helping the situation?


Work with your customer to fully explain what's happened, and the steps necessary to get everything back on track. Always put a positive spin on it.


Beyond your Capabilities


Too many times, companies feel they should never tell their clients or customers that a job may need to be outsourced, or that they'll need to spend more money to have something done.


Avoid the classic, "I think we can get that done for you." If something is out of the realm of your capabilities, let the client know that this work will need to be outsourced, and it may be an additional cost in the end.


And whatever you do, NEVER outsource work without first informing the client of your plans. That's a major no-no that can have major repercussions.


Again, honesty and being up front should always be the number one priority.


Be Clear


There's nothing more frustrating than vague answers from the customers standpoint. "We'll get that over to you soon," or "let me talk to {insert name] and get back to you."


This leaves room for doubt in the customers minds about not only the completion of the service, but also the competence of your company as well.


As challenging as it may be, try to be as specific and realistic with your timetable and deadlines at all times. Let your customers know that, "we'll have that content over to you by 8 am tomorrow."


Never leave room for doubt. There's simply no room for it in the customer relationship.


Improve Your Relationship with Customers


Managing your customers or clients can certainly be a stressful endeavor, however, it can also be a breeze. It's all about how you approach the relationships and what kind of  relationship you foster. If you're honest and forthright from the beginning, they'll both trust and respect you along the way.


So avoid these common customer communication failures, and you'll be on the road to more fruitful client relationships.


Interested in learning more about creating a marketing campaign that your customers love? Give us a call at IMPACT and learn how we can help!

Want to learn more about digital sales and marketing?

Master digital sales and marketing when you join IMPACT+ for FREE. Gain instant access to exclusive courses and keynotes taught by Marcus Sheridan, Brian Halligan, Liz Moorehead, Ann Handley, David Cancel, Carina Duffy, Zach Basner, and more.

Sign up for free
Take a peek

Access hundreds of FREE courses and keynotes

Free Course
Digital Sales & Marketing Framework for Today’s Buyers
By: Marcus Sheridan
View Course Preview View Course Preview
Free Keynote
A New Way to Compete & Win
By: Brian Halligan
View Course Preview View Course Preview
Free Virtual Keynote
How To Genuinely Feel Confident, Be Likable, And Build Trust On Camera
By: Liz Moorehead
View Course Preview View Course Preview
Free Keynote
The Future of Marketing is Conversational​
By: David Cancel
View Course Preview View Course Preview
Free Deep Dive
HubSpot On a Budget: Getting Started with HubSpot Starter Hubs
By: Courtney Caldwell
View Course Preview View Course Preview
Free Course
Assignment Selling: Content is Your Greatest Sales Tool
By: Marcus Sheridan
View Course Preview View Course Preview
Free Keynote
The Big, Bold, Brave New World of Marketing​
By: Ann Handley
View Course Preview View Course Preview
Free Course
Investing in Incredible Digital Sales and Marketing Results
By: Chris Duprey
View Course Preview View Course Preview
Free Course
How To Show Your Content Makes Money With HubSpot Marketing and Sales Hubs
By: Liz Moorehead
View Course Preview View Course Preview
Free Virtual Keynote
The Visual Sale
By: Marcus Sheridan & Tyler Lessard
View Course Preview View Course Preview
Free Keynote
Marketing Tech: What’s Now, What’s Near and What’s Not Anytime Soon?​
By: Dharmesh Shah
View Course Preview View Course Preview
Free Course
Inbound Lead Generation & Conversion Optimization
By: Carina Duffy
View Course Preview View Course Preview
Free Virtual Keynote
Fundamentals of Videography: You Can Be a Great Videographer Too
By: Zach Basner
View Course Preview View Course Preview
Free Deep Dive
The Ultimate Customer Service Toolkit for Any Budget
By: Andriti Gulati
View Course Preview View Course Preview
Free Course
6 Topics Subject Matter Experts Need to Address
By: Kevin Phillips
View Course Preview View Course Preview
Free Keynote
Fanocracy: The Power of Making Business Personal​
By: David Meerman Scott
View Course Preview View Course Preview
Free Keynote
The Power of Pillar Content
By: Liz Moorehead
View Course Preview View Course Preview
Free Keynote
SEO for the Future
By: Franco Valentino
View Course Preview View Course Preview
Free Course
Fundamentals of Social Media Marketing
By: Stephanie Baiocchi
View Course Preview View Course Preview
Free Deep Dive
A Practical Guide To Video Graphics
By: Colton Trcic
View Course Preview View Course Preview
Free Session
How To Get Your Community To Know, Like, And Trust You With Video
By: Marki Lemons Rhyal
View Course Preview View Course Preview
Free Course
Video Sales and Marketing Strategy
By: Zach Basner
View Course Preview View Course Preview
Here Are Some Related Articles You May Find Interesting

Want to Contribute Content to impactplus.com? Click Here.

IMPACT+ Sign Up
A FREE online learning community with on-demand courses, hundreds of expert-led sessions, thousands of your peers ready to support you, and much more.
Check it out
Hundreds of courses and recorded keynotes, completely FREE
Check it out
Access hundreds of digital sales and marketing courses and recorded keynotes, completely FREE