Recently, I had to get something of ours fixed. It doesn’t matter what it was, let’s just say it was big, used regularly, and its absence was very inconvenient.
The initial visit was promising. The technician came out quickly, diagnosed the issue, and told me they needed to get a quote for the part. “It won’t take long,” they said. That was 10am.
By the next morning, I’d heard nothing. So, I rang the office. They had the quote and shared it with me. I approved it immediately and asked when the repair could be done. “We’ll get back to you later today,” they said.
They didn’t.
The next day? Still nothing.
Four days after the breakdown, I chased again. The part was on order and due in the next day. They’d be straight over once it arrived. You can guess what happened next – no part, no call. I chased again. Still no proactive contact from them.
Eventually, the repair was done … over a week later. In that time, I called them eight times.
Not once did they call me.
Now, here’s the thing. They responded quickly when I first reported the problem. They fixed the machine promptly once the part arrived. But would I recommend them?
Absolutely not.
Why? Because they didn’t keep me informed.
Had they called to update me, even to just say they were still waiting or didn’t know yet, I would’ve appreciated their transparency and care. Instead, the lasting impression is of a company that doesn’t communicate. And that feels like poor service.
Was that unfair? Maybe. But perception is reality.
In customer service, silence isn’t golden. When a customer is left in the dark, they fill in the gaps themselves. A short call or quick message can turn frustration into understanding.
So, if you want your customers to stay loyal, feel valued, and recommend you to others … don’t ghost them. Keep them in the loop, especially when things don’t go to plan.
Clear, timely communication isn’t a ‘nice to have’, it’s the bare minimum.
Are your team members keeping your customers informed?
If you’re not sure (or suspect there’s room to improve) we can help. At Partners With You, we specialise in practical, interactive training that empowers your people to communicate with clarity and confidence.
Want to know more … get in touch!
