Communication at organisation Level
Why you might still be loosing customers
An unattended meeting due to clashed programs keeps the customer agitated and unwilling to do business with you. An attended customer but soon forgotten in the long run because he or she asked a question a question you did not know the answer and promised to go find out but forgot and in turn forgot about the customer also make the customer agitated and go look for business elsewhere.
In the day to day runnings of organisation there are many problems that an organisation face some even much more sensitive the ones mentioned above and when not resolved can cause a staggered growth or retardation in progress.
Thats not even the worst part, when the unsatisfied unattended customer thinks of their friend they do not want them to go through the same tantrums they went through just by trying to do business with you so they become a mixture beacon (radio, tv) informing all they know who would want to do business with you of how terrible your services are. Congratulations you have successfully managed to promote brand awareness in a way that no one would want to associate with your company again.
How to Avoid/ Resolve this
Firstly revisit all the unsatisfied customers or at least the one you didn’t manage to serve and correct what you had broken. If it is trust gain it back by showing an action that portrays how your business is trustworthy and they can safely do business with you the next time. If or when the customer starts shouting at you accept their disappointment in you not providing them the service they needed when you had claimed you can them offer goodwill for the sake of your brand name.
Secondly within your organisation is where the problem is clearly, so let us correct that. The largest problem that lead to this misunderstanding in the first place is poor customer management. This can easily be solved with a CRM solution, take Hubspot for example. A CRM solution manages everyone your organisation comes in contact with and helps you better allocate them in time to avoid clashed programs and forgotten clients. A good CRM solution has reminders so in the case above where your employee/ you forgot about a client you will get a reminder on your phone/ email/ computer.
Finally improve on internal communication within your organisation. You team (employees) the ones who make your customers satisfied and want to come back are very vital in the success of the organisation, but you already knew this. This team to be able to communicate effectively within the organisation there is need for them to be trained specifically in accordance to your company culture. all organisations have a company culture on on which all values, systems and communication are based. according to your company culture a schema on the procedures to improve internal communication can be set up. This set up is dependant on many factors including your workspace, the number of employees you have and the type of product or service your organisation offers.
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