There are a lot of virtues of clear and unambiguous business communication. It not only is able to highlight the advantages of a world class product or service but also in cases of problems clear business communication informing the customers of the shortcomings helps in avoiding irate and dissatisfied customer situations.
Crystal clear communication should be mantra for business houses involved in the service delivery function. Making a customer aware of delays or non fulfillment of otherwise immaculate delivery systems helps the delivery function in avoiding customer’s complaints of not meeting their expectations. It also will help in spreading effective and correct information about a new aspect of a service which has been initiated. As they say customers perception and awareness of service delivery aspects is the key to success and failure, these should be utilized smartly and effectively.
Before implementing a business communication plan or strategy; one should try and play the role of devil’s advocate and put oneself in the customer’s shoes. See if the business communication that is being dished out makes sense as an average customer; if one is able to get a clear message from that perspective; then there should be no problem with the communication plan. Ensure that if the customer is required to follow certain guidelines or procedures for the new service; these guidelines and procedures are communicated very clearly. Simply having an asterisk or putting in a line ‘terms and conditions apply’ would not be enough. All these details should be clearly mentioned and explained in the communication plan. There might be situations wherein despite clear cut business communication; some customer’s will still get confused or would miss the fine print. That is bound to happen; one should not get disheartened or ill treat such queries. On the hindsight make the customer go through the entire business communication step and step and by the time you finish; the customer would himself realize the ease of the process. In turn he would be happy with the effort that has been made to make him aware about the business communication and would carry a positive perception in his mind about the service delivery function.