Ray DeckAcclaimed advisor to hundreds of founders and builders. Investor, teacher, founder, advisor

Communicate Consistently & Frequently #sales #customerservice #consulting #startups #boardmanagement

Name: Communicate Consistently & Frequently #sales #customerservice #consulting #startups #boardmanagement
Uploaded: 2024-08-14T13:00:48+00:00
Duration: 55 s
Channel: Ray Deck
Description: In this concise monologue, the speaker outlines a practical framework for how often businesses should communicate with customers during various…

14 Aug 2024 · 1 min

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In this concise monologue, the speaker outlines a practical framework for how often businesses should communicate with customers during various engagement lengths. For short, two‑day projects, they recommend touching base twice a day; for month‑long engagements, a weekly cadence is suggested, with the option to increase frequency as needed. The speaker explains that frequent updates lower the perceived stakes of each interaction, provide an honest snapshot of progress, and act as a “rubber‑ducking” exercise that sharpens the provider’s own thinking. Most importantly, regular communication builds trust, ensuring customers are aware of setbacks early rather than discovering them later, which keeps them aligned with the project’s journey.

Chapters

Communicate with your customers consistently and frequently. Frequently can be, depends on the length of the engagement, but I would say no less than once a week and probably no more often probably than twice a day, depending on the length of the engagement. If you're doing a 2-day engagement, twice a day to give them a sense of what's going on, I think is pretty good. If you're doing a 1-month engagement, I think something like weekly is probably pretty good, although you could do a little bit more frequently than that. The reason to be doing frequent communication is it lowers the stakes of each communication. You can let them know what's going, you can give them an honest view of Here's what's going on. Here's how far we've gotten. It makes you think about the engagement. You will find yourself smarter about it. It becomes like a rubber ducking exercise in the mirror. And that is by itself pretty valuable. But more importantly, it builds trust with the customer. Because the customer now can say, I've heard from them. And even if you're behind schedule, even if things aren't going quite right, if you're sharing those facts with the customer, then they're in with you on the journey. Now, if they respond and say, I never thought any of this stuff would go wrong, frankly, better early than later.