The Importance of Communication!

Good Communication

The Oxford English dictionary’s definition of the word communication is “the imparting and exchanging of information by speaking, writing, or using some other form of the medium”

It doesn’t need to be hard so why is it so hard for some people to do this?

It starts off well

For example, we received an inbound business enquiry into the office. The potential customer had found us via a recommendation, good news so far!  They ask all the right questions, like what it is that we do at Hessian Coffee and how we can support their business, so we arrange a meeting within 48 hours of the call. Another piece of positivity. This is going great. Diary re-arranged, meeting planned, preparation done as scheduled to taste 3 different coffees, time allocated to re-iterate the conversation we had on the phone allowing us to bond face to face ensuring all their needs are discussed and met. This is all good!!

Big day arrives, introductions, a good coffee tasting session is in place whilst sharing knowledge and discussing that we can offer:

  • Coffee equipment
  • Barista training
  • A range of freshly roasted espresso beans
  • Filter coffees
  • Coffee syrups
  • Takeaway cups
  • Award winning teas
  • Next day delivery
  • 30-day credit
  • Competitive pricing and more …

This is all good once again and I leave the meeting feeling positive on the all-round good day being had.

As mentioned to the prospective customer, we would be sending them a follow up email that afternoon outlining the meeting, then asking them if they wanted to commit to what we can do and the next step forwards. I put a trace on the email to ensure it goes to the correct person and that it is received. Pretty damn good first impressions in my book I feel.

This is where it changes

Now this is where it goes wrong, a couple of days later not having heard anything, I re-send the email (which I know was received), once again with a trace on, and once again picked up. Naturally we are all busy people and guess they had forgotten to reply initially, these things happen.

Leaving it a couple of days and still nothing I give them a call on the mobile. Guess what happens, sent straight to voicemail so I leave a positive message. Giving it what I consider an appropriate length of time, I give it a couple of days and try phoning again. Once again sent to voicemail!

At what point, do you give up and put it down to arrogance?  Surely basic politeness is not hard and its one of the only things in life that is free.

You win some, lose some, I understand that and that’s not a problem. If you can understand why you have won / lost then this helps us as a business and as an individual to grow, I get it.

What I don’t get is the whole lack of communication thing. Surely a one liner on email, text or heaven forbid returning the phone calls and saying sorry I’m not interested or sorry your price is too much or sorry I didn’t like your shoes, or sorry we are a nightmare to do business with. Two people communicatingTo be honest I would be content with anything!

I bring you back to the above dictionary definition, I assume that the “or using some other form of the medium” is NOT referring to telepathy!

What is wrong with some people, let’s not be afraid & communicate!

Posted on March 3, 2017 in Communication

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