old fashioned communication

What Are You Telling Your Customers?

Everything your business does affects your relationship with customers, employees and partners.

Everything your business says and does is marketing.

So, what are you telling your customers?

Whether you’re introducing a new product, implementing a price increase or changing a policy, what you communicate matters, and how, and when you communicate it matters, too.

When we review our clients’ communications, it’s always a learning experience – for us, and for them. You might be surprised how many messages your business is sending that you don’t intend to send.

For example, is your posted return policy more of an operational how-to (for your employees) than it is a policy (meant to inform customers)? Always, always craft the message for your intended audience. An operational instruction is one thing, a customer service policy is something else. In many (but not all) cases, you need both.

Avoiding Unintentional Marketing Messages

Free samples! Free delivery! Money-back-guarantee!

All of these are great marketing messages. But some short, catchy phrases – on your ads, signage or just casually tumbling out of your employees’ mouths – can send unintentional messages.

Truly, most of the phrases above are good. Many of those unintentional messages start with “no” or include the phrase “company does not…”

There’s a place for language that limits liability and defines what your company does and does not do for customers. And it’s really easy to send mixed, or just plain wrong, messages.

If you purchased your business and are in the midst of revamping your logo, staff, product and service mix, do not neglect your communications. Every word your company uses matters, with your customers, partners, and employees. Want help reviewing your company marketing material, employee onboarding or customer service policies?

Get in touch.