There is one major thing that I see so many businesses doing wrong, and that is their failure to communicate correctly. So many companies send out a message but they never ensure that it is received. Then they flip out when you are not aware of their message that they did not properly communicate. When I was in college I learned that communication is defined as this…
Communication is the activity of conveying meaningful information. Communication requires a sender, a message, and an intended recipient, although the receiver need not be present or aware of the sender’s intent to communicate at the time of communication; thus communication can occur across vast distances in time and space. Communication requires that the communicating parties share an area of communicative commonality. The communication process is complete once the receiver has understood the message of the sender.
The last part is the most important. First you need to make sure that the receiver has received the message and understood it. The problem is that people are flooded with messages. Over 100 billion emails are sent world wide each day. I get 100’s of texts per day, I get a pile of snail mail every day except sunday. Email is the worst though, I get over 1000 per day, but and those are sorted to over 50 different folders, and about 800 or so of them are detected as spam and sent to a spam folder. What makes me really unhappy is when someone emails me once or twice, and then a day or two later calls me and is totally mad me because of their lack of communication. When a message is urgent it is the responsibility of the SENDER and not the RECEIVER to make sure that message is delivered.
Businesses send out urgent notices, bills and much more over email, and they assume they are delivered. My web-host is really bad at this…when they see a problem with my account they email me and then disconnect my account like 10 minutes later, usually because some database locked up or something stupid like that, they don’t bother calling or texting or anything like that. They wait for me to have a customer call me and tell me that it is down, usually after I have lost 100’s of hits and client confidence. It really urks me. Because of facebook and texting many people are using email less for important things and they check it less often. So if you are waiting for an important message to be received please simply pick up the phone and tell them that you sent an important message and if they received it and never assume that they received it until you hear a reply. BTW if you are still in the stone age and use faxes this applies even more to you.