Importance of communicating changes to your customers

There was a guy who went to collect a package on behalf of a relative. Normally you only need a letter signed by the person to do this but some how the business added an extra requirement.

The new requirement is that the letter must be stamped by a notary public. The guy got that done returned and was denied because management added a new requirement.

Changing requirements without informing the public is a very common problem. It leaves customers frustrated and can result in them taking their money elsewhere.

These type of situations also leaves a bad taste and reveals deception. There’s a better way to do this though.

When making changes that will affect how people do business with you inform them of the change way ahead of time.

That way it will remove the frustration of finding out the day you changed it.

It will also give people time to adjust to the new normal and lessen the expense and the back and forth.

Make sure the people see the message of the change. This could be done via email, social media update, running ads, sending out a press release to the media and so on.

Putting up signs and posters about the change in your business is also another way of informing your customers about new changes that will affect them.

The messaging don’t have to be complicated just simple and clear about what to expect and why was it necessary. Saying it way ahead of time will prevent angry confrontations or worse loss of business.

Position yourself strategically

Positioning yourself to find customers is one of the most important skills you can develop.

I was in downtown Kingston on business when I notice a vendor near a local bank. He stood across from the shouting get your mask.

One by one people passing by walked up and purchased a mask from the vendor. On the surface it looks simple but look at the business lesson from this vendor.

Go where your customers are.

He was right in front of a bank. People cannot go inside without a mask so there was a strong need for his product. Plus he was on a busy street so people passing would see him.

Let people know what you have.

At intervals he would shout get your mask. This is strategic as if he just stood there no one will know that he was selling mask. If your were passing and need a mask he was right there and you could buy one.

These two lessons are easy to apply. And it also demonstrates the need to be aware of who you a targeting so you can easily put yourself in a position to sell your products and services.