Please understand… this company is now out of business and can no longer make money from me. They are packing their inventory for the new company to pick up and downloading customer data for the new owners.
Yet someone still bothered to call their regular clients to let them know there was a change right now. They did not wait for the transfer at the end of the week when, in theory, the acquiring company would start contacting their clients. Someone took the initiative to contact us now so we would not be surprised (or try to go to their locked shop). Talk about customer service!
It made me stop and think about how I have communicated changes to my customers in the past. Honestly I usually communicate after the fact. I had not really considered how empowering prior knowledge can be. Most of my changes have been unexpected and surprised even me, but I have other planned changes that I can be more proactive with.
Take some time to examine how you are communicating changes. Are you posting weather closures on your social media? Do you announce them on your voice mail? Create a policy for different types of changes and let your customers know your policies.
And if you are ever planning on selling your business, consider my now-defunct medical supply company and make sure you leave your customers with a great experience so they will remember you fondly.
Until next time…
Have a great day,
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