One of the things that makes this world that we live in so amazing is that we can have instant and easy communication with just about anyone anywhere around the world. All it takes is a way for both of us to connect, like an email or social media site or phone or calling platform. Which means there is no excuse for not communicating. Each day I wade through multiple emails and other communications that clearly indicate that the person who wrote them didn’t read my earlier reply to them, didn’t check for previous communications between us, didn’t bother to read the information I provided (whether it be a website or document or other communication), or didn’t bother to do a quick 10 second internet search, not to mention the spelling and grammar issues I see often. And then there are the people/companies who don’t bother to communicate with their buyers, investors or users, they just make changes and expect you to be cool with it.
I understand the need for privacy when you’re working on something new and unique and the right of a company to make whatever changes they see fit to make. However, not only do I think it’s not right to make those changes without notifying people first (whether it’s a change in price or offering, or app/site downtime), it’s also lazy, rude and irresponsible. I’m not suggesting that you have to tell people all about the new idea you’re working on or exactly what you’re going to be working on during site downtime for example, but giving people 24 hours advanced notice before a price increase hits your credit card or downtime is happening allows people to prepare and make the necessary decisions.
It takes less than 15 minutes to create and write a very simple email, social post or other notification, probably another 5 to get it reviewed by someone else if necessary and about 2 seconds to send it out. That’s less than 30 minutes of work to avoid pissing people off, avoid losing (long time) customers and make everyone’s lives run smoother. Two businesses I work with this week decided not to send out this simple contact and one is losing a good portion of my business as a result.
So the question is: are you avoiding letting people know? Are you scared to let them know what you’re doing? Are you too lazy to keep people informed? Do you not care about your customers that much? What is holding you back from being a communicating business and are you ready for the potential results?