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Sheldon, Amy and Customer Service Communication

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Yes, there’s a connection here (I’ll explain in just a minute).

If a client, candidate or even an internal employee has an issue, problem, complaint – anything that impairs their experience with your staffing or recruiting firm – wouldn’t you like to know, so you could fix it before it festers and threatens your relationship?

Admittedly, the Big Bang Theory’s Sheldon Cooper created his infamous “relationship agreement” for slightly different reasons:

But, by laying out the rules of engagement (including communication), Sheldon preempted all kinds of problems that crop up in relationships. And while most would say it was less-than-romantic, Sheldon and Amy wound up happily married.

Maybe he was onto something there.

While it may seem a bit strange, a communication agreement can help ensure the long-term success of your relationships – with customers, candidates and your employees. Here’s why:

Most unhappy customers will never say a word to you.

In “Never Mistake Silence for Satisfaction,” I explain why silence is dangerous. Most dissatisfied customers simply want to avoid the stress of confrontation – and just take their business elsewhere. A customer service communication agreement, however, may spur a conversation that:

  • identifies small problems before they fester and grow
  • sets the stage for service recovery
  • ultimately saves the business relationship

Over the long-term, communication agreements can also:

  • uncover additional business opportunities
  • build a more positive corporate culture
  • enhance your company’s reputation
  • combat perceived indifference, which is the culprit behind more than 2/3 of all lost business

When it comes to customer satisfaction, silence is not golden.

It’s up to you how formal and/or extensive your communication agreement with clients is. At a minimum, however, consider asking your customers to sign a simple form which states, that, if they ever have an issue, problem, complaint or question (anything which impairs their customer experience), they will communicate it to you. This simple step allows you to build business relationships founded on proactive communication – and that’s a great place to start!

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