If there’s more than one person in the organization, make sure everyone is singing of the same sheet of music. The last thing a customer or client wants to hear is differing prices, policies or decisions. I learned this lesson early on in my career by working with IBM while at the Midwest Stock Exchange. No matter who came to the exchange from IBM, salesperson, service or support, they always had the same account about services, how to solve problems or the latest features of a new computers. It was refreshing to know the company had that strong of a commitment to keep their employees informed. Communication was king at IBM in those days.

Even if you run a one-person company, make sure you always have the same story to tell on your website, in literature or while talking on the phone.

Tags: Best Practice, Customer Care