{"id":551,"date":"2011-05-07T12:32:36","date_gmt":"2011-05-07T12:32:36","guid":{"rendered":"http:\/\/www.projectsguru.co.uk\/blog\/?p=551"},"modified":"2011-05-07T12:32:36","modified_gmt":"2011-05-07T12:32:36","slug":"the-importance-of-bin-on-message-pmot-in","status":"publish","type":"post","link":"https:\/\/www.amberhill.biz\/blog\/?p=551","title":{"rendered":"The importance of bin on message #pmot #in"},"content":{"rendered":"
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\"Obama2\" Whatever the rights or wrongs of the killing of Osama Bin Laden the message delivered surrounding his dispatch was certainly confusing to say the least.<\/p>\n

First he died in a vicious firefight, next he was unarmed.<\/p>\n

He used his wife as a human shield, then it was her who leaped in front of him!<\/p>\n

The Whitehouse staff watched every moment of the assault live, then…… oh no they didn’t, they only watched the first couple of minutes before transmission was lost ! etc etc etc etc<\/p>\n

“Jeeeezzzzzz! can’t these guys get anything right? ” millions around the world screamed at their TV’s.<\/p>\n

And this is just the kind of mixed messages we deliver to our exasperated customers every day of the week. First we promise delivery on a certain date, then we go back and revise it, then someone else tells them a different story, its hardly any wonder that customers get fed up and go elsewhere.<\/p>\n

So here are some simple tips to make sure your organization is on message for your customers:-<\/p>\n

1) Where possible have one direct contact per customer, if this is not feasible have one contact for engineering issues, another for commercial etc.<\/p>\n

2) Before giving a customer a key milestone make sure the project plan is fully developed and includes some contingency to allow for risk.<\/p>\n

3) If events transpire to affect a key customer milestone make sure every option is explored to pull back on track\u00a0 before going back to the customer with the bad news.<\/p>\n

4) If a major milestone is affected this should be communicated face to face.<\/p>\n

5) Always give the customer a series of alternative options, so they can choose the best for them.<\/p>\n

Keeping the customer on message is an essential part of managing customer relations and ensuring steady, repeat business.<\/strong><\/em><\/p>\n

chris@projectsguru.co.uk<\/a><\/p>\n

www.projectsguru.co.uk<\/a><\/p>\n

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