Impeccable Communication

Customer Experience Tip #1015

Bad news is not like wine — it does not improve with age. Your customers aren’t thinking, “I wish you’d procrastinated in sharing that bad news with me.” Instead, communicate difficult news with your customers as early as you can. Demonstrate transparency and don’t wait. Most people (i.e., your competition) put it off or dance around the truth. You don’t have to be like “most people.”

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