Do You Communicate Things That You Don’t Support?

Do You Communicate Things That You Don’t Support? is today's blog post that focuses on how communication affects business and how your customers and potential customers view you and the way you do business. You should make every effort to communicate what you support and what you don’t because it’s in your communication that you draw people to or away from you ~Coach Sam

You know, composing a book itself is not really difficult at all, at least for me it wasn’t. Once I identified that I wanted to speak specifically to young ladies struggling with dating and finding a man that was the right fit for them, Recognize Him: Is He Dating YOU For Commitment? came along rather quickly for me.

On the other hand, the aftermath of what followed in getting my manuscript through the necessary channels has been just the opposite. In fact, today’s plan was to showcase my completed book cover, but once again I’ve faced a roadblock. Along the way, I have come to the realization that too often people communicate things that they don’t support and are not interested in making an exception on. And there are several moving parts in the book creation process that most of us who love reading books don’t think about.

Just last week, I mentioned that I had finally found a cover designer who was able to provide the service that I needed only to later find out that something I requested on day one was not part of his service offerings. That realization led me to today’s blog post. Because the thing about it is I was not disappointed that the freelancer doesn’t support the request that I made. Instead, I was confused and frustrated with the freelancer not informing me of such. You see, in business you have a right to do business with someone who provides what you need.

I mean could you imagine calling or inquiring ahead of time that a business had a product you were looking for in stock and the employee communicates with you in such a way that implies the store has what you need, only for you to arrive and have that same employee say, oh, actually we don’t sell that item here. Talk about frustrating. Because after all, you consulted with this representative beforehand to avoid making a blank trip, only to have made a blank trip and now still need the product you asked about before going to get it.

Now, if you’ve been following my blog post or my daily quotes, you know that I speak a lot about being mindful, that time is an asset and our relationships affect our life. One of the most important things for me to do is to maximize my time. So, I don’t like doing things or unnecessarily interacting with others in business if I can avoid it. To me, that’s just wasteful to eat up someone’s time because business should and needs to be profitable. Otherwise, you won’t have one, at least not for long.

And as a business owner, I believe when you run a business of any kind you have the responsibility in clearly advertising and presenting your service offerings to customers or potential customers. I think it is obvious that no one wants to do business with someone who isn’t sure of what they offer or what the price of what they offer is. This is why communication is so important. Because as a customer I don’t know what you do or don’t offer if when I inform you of what I need you don’t communicate that to me.

Yes, it may cost you a sale, this time, but whose to say that it’s a lost indefinitely. It simply means this time around you cannot provide what I need or want, so as the customer, I must seek out someone who can. However, if you choose for whatever reason to not communicate something that a customer requested is out of your service offerings you leave the customer thinking you are an ideal fit. There is such a thing as a lie of omission and that’s not an ideal way to conduct business.

If you have the habit or practice of going along with ever the customer told you he or she needed, only to get down the road after the customer has selected or commissioned you to say, by the way, I don’t offer what you requested, so it’s going to be an additional fee or I must cancel your order now that creates a problem for both you and the customer. Again, whatever you offer is what you offer and if you don’t provide a customized service, you shouldn’t for any amount of time pretend or dismiss what the customer is communicating to you.

As there’s a saying if you do what you love you’ll never work a day in your life. Translation – Doing something that you really don’t want to or don’t offer is work. And it’s work that though you can do it, you don’t want to do it. That makes it a dreadful task that you’ve taken on without the customer knowing anything about it.

In turn, you put the customer in a position of having to go back to the drawing board to start the selection process again. This doesn’t and shouldn’t be a part of business. As a business owner, whether freelancing or running a traditional brick and mortar store, this will leave customers with a negative impression of you and how you do business. And we all know word of mouth matters. You don’t want to create a rapport with customers that’s negative, especially not intentionally.

So, if you are in business take the time to ensure your policy and offerings are clear and if a customer asks you for something that’s outside of your scope don’t be so afraid of losing their business that you accept their business, to later cancel in the end. As this does no one any favors and complicates what in most cases could have been a simple transaction for you and the customer who chose to do business with you.

You should make every effort to communicate what you support and what you don’t because it’s in your communication that you draw people to or away from you ~Coach Sam


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