Is the Devil in the Details?
The other day we co-hosted a client event. I coordinated the event with another client. We did this to promote both of our businesses to my clients (I always want to find ways to connect my clients with my other clients.) There were email exchanges and conversations. All those included the location of the event. Three hours before the event was to start, I received a call from the co-host client for this event telling me that the address I was using was wrong!
Since then I have been wondering if I should be teaching my clients reading and writing. Do I need to instruct my clients on reading their emails? Now this particular client needs to be detail oriented when it comes to the business. It is a very detail oriented business with the need to keep close tolerances on equipment and their client projects. I know they do a good job because I use their product. However, what about the support systems? Who needs to manage these details?
There are so many different aspects to running our businesses. Today with computers, websites, email, accounting, taxes, paying the bills, legal issues, employees, and business overhead that it is not surprising to see things fall through the cracks. A lesson to be learned from this is to hire those people who do what they do best so you can do what you do best. Early in our business life we hired a webmaster for web design. We have a graphic artist on hand to do our book covers and logo design. We have had a CPA or other tax professional doing our taxes since we first got married, even when we only were both W-2 employees. We have an Internet professional that we pay a monthly stipend to keep our computers updated and in top working order. We even rely on the Internet professional to help us when up-grading our technical support hardware, software, and cell phones. We have a business attorney for referring our clients as well as our own use. We also maintain a legal membership for smaller matters where there is a need for a simple letter.
So why is it that I am writing an article over a single missed verbal communication and email? The point is that communication between customers and clients is so important that it should be a top priority! Communication is the life blood of our business. Efficient communication is important to be effective in your business when it comes to client/customer relationships. Missing an important communication can be the difference between losing a customer or keeping a customer. It is important to learn to manage all customer/client communications.
The way to manage your email communications is as follows:
- Check your email at specific/controlled times of the day. I do it first thing in the morning, early in the afternoon, and the last thing in my work day. I limit my time to 30 minutes.
- I turn off my email/computer at the end of the work day.
- I delete all unwanted emails first.
- I then prioritize emails.
- I read the priority emails and answer those that need immediate attention.
- I put off those emails that can wait until later.
- In some cases I need to compose a response that is a little more thoughtful. For those I create a special place and time to compose the reply and then deliver it immediately.
If your business is sized so that emails must be managed by someone other than you, hire that person. Virtual assistants and technology today are such that managing your email communications can be very affordable. When we face the facts, keeping an existing customer because of good written, oral, and electronic communications can be easily afforded. If we lose just one customer because of a missed or poor communication, it might take us ten or more business development communications to gain the one we lost. It has been said, “It is easier to maintain a customer than to find a new one!” Are your communications systems in place such that all the details are being handled accurately?
Gerry Rose runs INTEGRITY Networking Solutions in Oceanside, CA. He works with people in business who want to attract the right prospects and generate more referrals. More than 10,000 businesses have been presented the INTEGRITY Networking Solutions system in San Diego, Los Angeles, Riverside, and Orange Counties.
Gerry’s stimulating presentation Unlimited Prospects, Unlimited Referrals is ideally suited for small business owners, home-based businesses, and independent professionals who want clearer direction and want to attract more prospects, develop dynamic systems, and strengthen their companies’ accountability. Gerry does one on one consulting, conducts a range of keynote speeches from thirty minutes to full-day education workshops. His book series, Unlimited Prospects, Unlimited Referrals, are available on the website, www.integritysd.com.
Gerry has more than 20 years’ experience directing business owners how to grow their businesses. He is a networking dynamo. Those who know him will assure you that he does a great job of bringing people together—which is why he started INTEGRITY.
Involved with networking organizations since 1984, Gerry is a Distinguished Toastmaster, a member of Toastmaster International, and has chaired numerous chambers of commerce and non-profit organizations.
Are you truly committed to attracting the right prospects and generate more referrals? If so then contact INTEGRITY Networking Solutions for availability and information. You can contact Gerry by mail at 1610 Quiet Hills Drive, Oceanside, CA 92056. Direct dial (760) 439-4623; e-mail to gerry@integritysd.com. For more information, go to www.integritysd.com
