This may seem obvious to everyone, it may even be something that you think you do every single day, but probably the single most important thing you can do as a small business owner is communicate with your customers.. It seems so obvious but some many of us forget to do this basic thing..

Take this recent post on one of the jewelry forums:

Hi I ordered a custom (ring) from …. and last contact with him was Sept. 21 stating payment recieved will be in touch soon….It’s been almost a month now and I have sent a few emails to him with no response. Anyone have any ideas how I should proceed…all I want is an update with an estimation of completion…I feel funny to email him again I don’t want him to think I’m some kind of crazy stalker…hehehe….Just worried the ring won’t be here in time for my wedding which is Nov. 12.

All she wants is for someone to tell her that everything will be ok.. At this point she isn’t even all that upset and thinking that she is the one at fault.. But you can see the stress starting to build..

Even first contact with a potential client requires an immediate response, even if that response is “I’m really busy at the moment, I’ll get in touch with you tomorrow.”.. It really is that simple..

You will be amazed at how much easier it is to work with your customers by simply talking to them.. Even when you are having problems with a project, falling behind schedule, unforseen issues, whatever, avoiding your customer is the worst thing you can do.. In fact, by picking up the phone and calling your customer to explain the issue, and more importantly, how you are adressing that issue, you will find that the vast majority of them are understanding and willing to work with you to reach that resolution.. They issues too and will understand yours..

If I have one complaint about the new internet age, it’s the lack of communication.. Email is great, but there are so many sites these days that offer no other means of communication.. In the example above there is no phone number listed on the website, and no phone number provided to the customer when they begin the project.. Yes, constant phone calls from customers can interrupt your work day, but without those customers you won’t be doing much work..

~Fey