Customer Service: Write It To Get It Right

Rule #1 in Customer Service: If it's not in writing it doesn't exist.

Sometimes people have a difficult time with this lesson and too often the learning comes with a hard dollar price tag.

Whether its a Cost Estimate, a Conference Report, a Schedule Change and an Approval to Proceed, Customer Service events need to be in writing.

And with the ease of electronic communications, there's no excuse for failure.

Make it a practice and habit:

• Each time a new commitment to a customer is made ask, "Did we put that into writing?"


• Each time a customer approves a critical step ask, "Did we get it in writing?"


• Each time there is a problem or error of concern ask ,"What's in writing?"
  

You get the point: Documentation is critical -- both in agreeing on a course of action and in getting the job done correctly.

Even in the best relationships miscommunication can occur, but timely accurate documentation can great reduce the risks ... for everyone.

And if something does go wrong, what's in writing at least establishes the appropriate ethical ground for problem resolution or ultimate negotiation.

When it's in writing, you'll always have a better chance to DELIGHT CUSTOMERS!