Communicate, Communicate, Communicate!
In March 2010, the Chartered Management Institute published their Business Continuity Management Survey, having polled over 900 of its members. The survey found that the most common disruption to organisations in the last year was extreme weather with 93 percent being affected by snowfall.
Over the last few days, ice and snow has hit much of the UK with widespread train cancellations and road and airport closures causing headaches for many commuters and holidaymakers. As someone who has lived in the UK all my life, it’s certainly no surprise to see the level of disruption that is being caused by an amount of snow that my colleagues in Boston would laugh at!
What I do find staggering is the clear lack of communication that takes place during these periods of uncertainty. Yesterday (December 1st), The Office of Rail Regulation (ORR) warned ‘that there are now no excuses for poor passenger information during disruption’.
During times of major disruption, the one crumb of comfort is being kept informed of the situation. Even if the news is not to your liking at least you can plan around it. The old adage of ‘No news is good news’ certainly does NOT apply to the service world!
Customer interaction management software enables a service organisation to send customers automatic updates via email, SMS and voice message, etc. including confirmations, updates and estimated arrival time of the service resource.
With the technology that exists today are there any excuses for service businesses not to be in regular communication with their customers?