We all have a certain level of expectation for how and when we “think” people should communicate with us. A recent NL blog post entitled “Have you mastered The Art of Professional Communication?” gave tips on how to communicate professionally, but a recent experience sparked my conscience and made me want to add one more: Don’t avoid communicating!
About a month ago, I went into one of my favorite stores and was told that an item I wanted was no longer in stock in stores, as it was being phased out. The salesperson suggested I go online to see if there was one available online. I immediately went online and found the item was still in stock there. I ordered quite a few, because I was afraid there soon would be none left online, either. I was also enticed by the $1.00 shipping bonus they offered.
After completing my transaction, I got a confirmation email of the sale, then another notification of my anticipated ship date, followed by an email saying “It’s Shipped.” After the delivery date, I received another email asking me to complete a small survey about my shopping experience. Of course, I didn’t respond to it, because the experience was over and satisfactory. I got my product!
The online store has continued to send emails asking me about my experience. They are little friendly reminders like “Don’t forget…” and “Help make us better by…” And until today, I have been steadfastly ignoring them.
Today, while trying to ensure that NL clients and law firm members have resolved communication issues, something set off a spark in me. By my not completing that 30-second survey about my recent online shopping experience, I was responding in the same way that my customers sometimes respond to me about NL service matters. They receive what they asked me for and check it off their list. Forgotten is the communication I need from them asking if what they received was enough to satisfy the open service matter with NL, so I can check it off my list. So like the online shopping site, I’m continually sending friendly reminders, “Please advise” requests, and so on.
So my new tip is, “Remember, communication is a two way street!” Communication is like a sentence; it has a beginning and an end. In my example, the “end” is a response to a shopping satisfaction survey or a reply to an email that will let me know your communication issue has been resolved. I resolve to respond to others as I would like them to respond to me!
by Leslie Herr