Customer Communication
Listen, understand, explain, follow through. The simple things, done well.
Good customer communication is not about talking more. It is about listening properly, understanding what the customer needs, and making sure they are never left wondering what is going on.
That starts with a good first impression, listening to what the customer is actually saying, and asking the right questions before jumping in with a solution. We help you explain technical information in plain English, set realistic expectations and keep customers informed throughout the job.
We also cover the conversations that are harder to have. Delays, variations, additional costs, complaints and warranty issues.
What you get advice on
- First impressions
- Setting expectations
- Handling delays and variations
- Complaints and warranty
Good communication is not about having all the answers. It is about making sure the customer is never left wondering what is going on.
Kevin JamesThe questions from the guide on this one
Answer them honestly. The uncomfortable ones are usually where the money is.
- Do you have customers you would happily never work for again?
- Do you ask every happy customer for a Google Review?
- When was the last time a past customer heard from you?
More areas we help with
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