Occasionally, we profile small business mistakes, so we can all learn and improve our businesses.
I called a local plumber and left a voicemail explaining what I needed done. Two days later, he called me back, and left me a voicemail. He said if I would call him back, we could talk about it. I didn’t want to talk about it! I wanted him to do it! Or schedule a service call, or even say he couldn’t do it. Talk would not move the job forward.
When you communicate with your customers, put the emphasis on action. The plumber could have told me when he expected to be available, or he could have asked for specific information he needed. Either would have been better than offering to talk about it.
For bonus points, be prompt in making your callbacks.
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