The days pass by in a whirlwind, as you dash from work to Yom Tov to family obligations. Busy as a bee, it can be all too easy to forget and neglect your clients. But during the holiday season, it’s crucial to continue communicating, interacting, and maintaining client relationships to keep your customers happy. And yours.
Mr. Sable owns a printing supply company. Early Monday morning, he receives a call from Max Anderson, who’d like to place an order. With phones ringing, doorbells buzzing, and urgent messages waiting, Mr. Sable quickly takes the order and promises to complete it as soon as he can. But with all the big holiday requests, he doesn’t send out the order until Friday, and it arrives at Max’s business on Tuesday. Max calls again, this time fuming over the Tuesday delivery, ranting and raving about the slowness of the company. Mr. Sable tries to explain about the holidays and jam-packed schedules, but Max is no longer listening.
Max had no idea what to expect. He therefore viewed Mr. Sable’s actions as inexcusably poor service. He was left angry, unsatisfied, and probably took his business elsewhere.
Now imagine if things had been done a little differently. When Max calls to place the order, Mr. Sable says, “Thanks so much for choosing my company. Right now, we’re in the middle of a heavy season and it may take anywhere from 10-14 days for you to receive your order.” When the order arrives on Tuesday- Max is thrilled! Communication with the client makes all the difference in the world.
Here’s a helpful, practical list to ensure that your customers don’t get lost somewhere in the crush of frenzied holiday activity:
1. Internal & External Calendar
It’s a wise idea to prepare a calendar for your clients, highlighting office closures, special holiday hours, and new deadlines. Your employees will also benefit from a clearly delineated calendar that emphasizes office hours and work obligations.
2. Automated Greetings
Be sure to set up automated email replies and phone greetings for the times that the office is closed, detailing exactly when customers can expect a response. This minimizes frustration and aggravation, allowing you to greet satisfied, amiable clients after the holidays.
3. Prioritize!
We are all human. When time is short, it can be impossible to complete all of our regular responsibilities. Determine the truly vital work obligations and focus on these priorities. Doing too much in too little time usually results in exhaustion and a ream of unhappy customers: streamlining your activities will ensure better job performance.
4. Holiday Policies
It’s important to inform your clients of special holiday policies. Deadlines may be tighter, shipping may take longer, certain services may be unavailable: be clear about all the changes that take place during this time so that your customers know what to expect.
5. Plan, Plan, Plan
Ever heard of the five ‘P’s? Proper Planning Prevents Poor Performance. Now, when it’s truly difficult to sit down and take stock- that’s when it’s vital. Planning will allow you to transform this hectic time into neatly catalogued responsibilities.
Be sure to keep the lines of communication open with your clients and let them know exactly what to expect. The last thing you want is to lose customers or face disgruntled, unhappy clients when the holiday season comes to a close. The key is to underpromise and overdeliver.
At the start of this new year, the Ptex Group would like to thank all of our special clients for giving us the opportunity to service you. May you all enjoy the fruits of your labor and see much success in the coming year.
Onward & Upward,
Meny Hoffman
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One Response
Excellent advice which should be printed and mailed or emailed to all frum businesses especially when B”H all employed are Shomer Torah Umitzvos!
Yes, communication is very important not just when there is a problem.