You know what drives me nuts? When I am ignored, like I'm barely visible. The silence is deafening.
You have a vendor/partner who does very good work. But they have a cultural habit that is resulting in you deciding to look for new vendors. They go silent.
When you run into a snag, you call or e-mail. They say they'll check into it. You have no doubt that they're doing something and trying to figure out the solution. But you don't hear a word. You are left waiting.
Your client is asking for updates and you have nothing to offer. You e-mail and e-mail or call and call, and finally you will get an update. You're pretty sure that their culture says -- focus on fixing the problem and then report the solution.
You want and need more than that. It would be great if they would over communicate with you. It's not that you don't want them to expend most of their energy on solving the problem, but you also need them to recognize that you're in the dark and how uncomfortable that is.
You want a daily update that gives you something to offer your client. You want to know what is working and what still has them stumped. You want anything but silence.
I think one of the most damaging things we can do is ignore a client. Isn't that what silence is? When your clients are in crisis (or their own perceived crisis) how do you handle it? What does your customer want? How do you know it's what they want? Are you guilty of keeping them in the dark?
For more information Cherokee Area Economic Development Corporation would be happy to speak with you about this subject or anything else you are thinking of doing with your business. Let CAEDC be your business partner. Call, email or stop by today at CAEDC, 418 W. Cedar St., Ste B, Cherokee, IA 51012, 712-225-5739, firstname.lastname@example.org.