I may be in the minority, but I always believe that communication is the most important aspect of anything. A purchase. A relationship. A transaction.
If you are going to be late, tell me. If you are unable to send a purchase on time, tell me. If I have done something to upset you, tell me. If the train has broken down or the plane is delayed, let the passengers know.
So many companies don’t realise that good communication is key. Reply to emails in good time, be honest if you are having problems with production. Don’t just ignore me and hope I will give up.
This is so important with small Etsy stores and eBay, where many people don’t have business experience and sometimes avoid answering messages or obfuscate when they are unable to produce things fast enough after taking too many orders.
When I buy something handmade, I don’t mind waiting three months as long as you tell me it will take three months. Don’t take my money, tell me you will post it ‘today’ and then ignore me. If the time turns out to be longer than predicted, let me know. I understand that life happens.
When I am waiting for a train, give information of long delays so that I can use alternative modes of transport.
When it comes to the COVID-19 vaccine, give information to the people. Delays? Tell us! Don’t know where, what, or how? Tell us! Having higher numbers of calls and emails and fewer staff to handle them? Put a notice on your website.
Make it easy to find contact information on a website. Don’t want anyone to phone you? Cool beans, but then have online chat or clearly marked email addresses. And reply to emails.
People are so understanding of just about anything if you communicate. Things happen. Sometimes they can’t be fixed. Either way please tell us.
Sorry for the rant…have just had to chase someone down at a company for the third day in a row, and obtaining even a crumb of information was like pulling teeth.