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It's All About Communication

In the last few days I saw several examples of customer service that are very applicable to contractors.

1. For a presentation on integrating accounting and operations I needed to get some tabs printed for the binders. I sent the order to Kinko's and they consistently failed to communicate receipt of the order or status. When I went to pick it up it was not even started. For all their talk about improved project management practices after FedEx bought them they failed in a few key areas. Netflix has built systems to specifically address the communication issues - they notify you when they receive a movie and when they do anything with the movie including shipping it. Couldn't Kinko's do the same thing? Why not send a confirmation e-mail from the store that will be filling the order stating that the order was received and that there are no problems. After that what about an e-mail when the project goes into production - possibly even with a note that the project will be done on-time. Finally send out an e-mail or give me a phone call when the order is complete. Do your project managers communcate well with their customers?

2. I tried to get home early from Philadelphia by taking a late flight on US Airways. They had problems getting off the runway. No big deal - problems happen. It is how you deal with problems that makes the difference on whether you keep a customer or not. Well, they failed completely. They showed no signs of "hustling" and that is what people want to see. This is why Les Schwab has people run to your car to change the tires, not walk. Next they failed to do anything special to make up for the more than 1 hour delay. Most airlines would have given away free drinks or something else to keep the customers happy during this period of time. I understand that you are trying to cut costs and I will help you out - in the future you will NEVER have to bear the cost of serving me because you will be the last airline I ever choose for travel. When we were coming into Las Vegas they could have communicated to find out connecting flight / gate information notifying those passengers who would completely miss their connections and helping those that still had a chance. They completely failed to communicate anything and even at the gate they failed to demonstrate any "hustle." Finally once in Las Vegas with a missed flight I had to go to multiple locations to get re-booked, get my luggage and get a hotel voucher. Again, one piece here is communication - even with problems customers are forgiving if they are communicated with. A second is the process for serving the customer. I am sure that a very highly paid consultant helped them design the "customer missed flight" process and it is very "efficient" for US Airways to have the process completed by four different people in four different parts of the airports making dozens of passengers walk from one location to the next at 2AM. What if you mapped out every process in your company that touches a customer? How seemless does it feel for the customer?

3. The next morning after a couple hours of sleep I had the opportunity to finally fly home (arriving 2 hours later than if I had just flown on United) and got into a conversation about contractors with Paul who was sitting next to me. He discussed how he had built his own backyard serving as the GC. What was his biggest complaint? Poor communication on the part of all the contractors. They did not show up when promised. They did not complete punch list items in a timely manner. They would show up at unscheduled times and expect to do work.

Customer service begins with communication. Do not ever underestimate the power of a phone call or e-mail. When in doubt over-communicate. Communicate even if it is to say you have no new information. It will make your customers happier and happier customers pay their bills faster!

If you don't serve your customers you will have fewer to serve and that will keep your costs way, way down! Spend a few extra minutes and a few extra dollars serving customers and you will be rewarded.

Posted by David on November 4, 2006 03:06 PM|Permalink

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