I was asked to make a call with a new sales rep on business we had lost a year earlier. The customer was nice enough to give us an email recapping our past deficiencies including major gaps in communication with his previous lab manager and our account rep (who we had since replaced).
The situation reminded me of a recent visit to London. You don’t need a car there, everyone uses the subway — or the Underground, as it’s called. If you have used the Underground, you may have noticed that in some stations the tracks and platform curve slightly between the points where the train enters and leaves the station. Because of the curve, there are gaps at several places between the edge of the platform and a stopped train. A voice on a loudspeaker repeatedly warns passengers, “Mind the gap…mind the gap.”
As seen in my opening paragraph, the consequences of a “communication gap” with your customers can also be dangerous. Consider these principles when addressing this gap:
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