Is Your Communication Only on Request, or When It’s Appropriate?
Several recent experiences prompted this post.
It’s not a rant, but some thoughts around communication, when it happens, or should, and why.
There have been several excellent posts about communication issues recently, about emails and text messaging, and what we say and how.
If by some chance you missed these posts I would urge you to take a look, read, and comment.
And take to heart what the writers are saying.
Read about emails and text messaging, an imperfect form of communication (Nick Pappas), and why the agent’s tone makes me want to sell the home (Maria Racelis).
It seems that getting feedback, updates or information often only happens when you ask for it, rather than when it ought to be given.
It’s reactive, rather than proactive.
Case in point. Recent issues with 2 escrows with trying to get updates on where the lender was in the approval process became very frustrating. Emails and phone calls requesting information were ignored for extended periods, sometimes 24 hours, even with contract deadlines looming.
Sometimes others needed to take action, but could not, without answers to questions. Even specific requests were not responded to in a timely manner.
A more proactive, and customer service oriented, approach would be to provide information and updates before they are requested, even if there is not much in the way of progress to report. Anticipating the client’s needs or possible concerns, no matter who they are, is far better than waiting until you get that call, when someone is already feeling negatively, or there is a problem that potentially could have been avoided.
And why should the client always have to ask?
Of course specific requests for information, updates, or feedback cannot and should not be ignored.
But if most of your communication, whether by email, text or phone, is on demand, rather than when it is appropriate to give it or it’is needed, you are not providing the service you should and which a client should reasonably.
And people, justifiably, get annoyed when they have to make requests over and over, and the relationship deteriorates. Not to mention the impression that has been created.
Striving to anticipate requests and provide information, feedback and updates before being asked is something we should all do. And what we should reasonably expect from vendors we work with in our transactions.
Our communication can enhance the relationship...or ruin it. I know what I choose.