Who would be a top level sports coach? You sit on the sideline, often in less than ideal weather, hoping your team has a win so you live to coach another day.
Why is it, that if a team performs poorly, it’s the coach who gets dumped? They’re not the ones dropping the ball or missing the goal, but it’s their head that rolls.
Coaching is a bit like poor business communication. If the communication is under performing, the business will lose credibility and customers.
Let me explain. Recently I had phone conversations with two different organisations, both on a similar matter and received quite different responses.
We live down a long drive. My letterbox, which has had mail stolen from it and been dumped in the neighbour's garden, was recently shifted to the front of my house. For this shift to happen, I needed to get permission from New Zealand Post and then I had to ring the local branch when it was moved so they could let the postie know. The customer service I received was positive and helpful.
So then I rang the local newspaper asking them to deliver the paper to my letterbox which was now down the drive. I was told that they couldn’t do that because they only deliver to letterboxes on the street. I politely pointed out that my eight neighbours down the drive next to me, had their paper delivered to the letterboxes outside their houses. I explained that whilst we only had three houses down the drive, three more were being built. A sigh, a mutter and “I’ll ring the distributor” was the resultant response.
You probably guessed it, my paper is still not being delivered and I can’t be bothered ringing them again.
What should have been a simple conversation left me with a negative attitude towards their business and what’s worse, I am telling you about it. Not the wisest marketing move from their point of view.
You don’t get a second chance to make a first impression. Don’t let one poorly trained staff member be a mirror for how you do business. Invest in good communication. Train your staff in effective telephone skills and employ someone with good writing skills if you don’t have them yourself.
If your communication isn’t up to standard your business may be unfairly judged, or even worse, bad mouthed.
It’s a simple concept, if a customer feels welcome and valued and the service you offer is warm, friendly and helpful, you will reach the ultimate marketing goal - to make customers raving fans of your business. So don't waste time, check out if your communication is a winning formula.