How many of us really know our customers?. We have funky new technology and masses of new networking tools like Facebook, Plaxo and Linked In but how do these tools really help us to get to grips with the art of communication. Sometimes I wonder if these tools don't just make it even more confusing and as a result we end up speaking to our customers less and less, the information gets watered down and sometimes lost in translation. I know on Facebook ( yes I have finally succumbed) that I can send my contacts a beer and some other rather funny gifts but does it really demonstrate good communication?.
I think I must be old fashioned because I still prefer the basic principles of speaking to a person and wherever possible I am inclined to do that face to face in my business dealings. I remember when I was a little girl being shouted at, on a regular basis, by my Mum for running up the telephone bill because I just loved chatting away to people. It wasn't a big surprise to her that my first Job was with BT as an operator handling 100 and 999 calls and nobody was surprised when I decided to spend the next 10 years of my career in telesales!!
I guess that is why I love what I do so much, but do I always get the communication right and do I speak to them on their required wave length? Not always but it is something I think we can all do a lot better!
Today we received a letter through the post (not an email or a message left on the answer machine) from our VET and I have to say that they have got the art of communication down to a fine art.It was exactly right and had Tom and I laughing our heads off but it also made us do exactly what the letter was asking us to do. Our particular VET doesn't have the best bedside manner that we would want for our elderly but very lovable moggie but when they communicate with us so well we feel compelled to use them as they have our cats best interests at heart.
The letter From North Road Veterinary Centre, Midsomer Norton, Bath
Dear Jazz
This is a gentle reminder that we haven't seen you yet for your annual health check and vaccination? The complete health check is to make sure that we keep you in full fitness for as long as possible. The annual vaccination is to protect you from all the major infectious diseases of cats. Please ask your owner to phone the surgery for an appointment. Why not keep this letter by the telephone until Mr Hackforth has phoned us .
We look forward to seeing you soon Jazz....yours sincerely ......
Brilliant!! and the funny thing is I didn't know my cat could read!
Enjoy the rest of the week...Thanks again....Emma
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