May 21 marked my two year anniversary of working at Sonitrol.
I’ve learned a lot over the past two years, but reflecting on it all, I think the one lesson I’d like to share is this: you have to tell people when you do things for them.
- If your boss asks you to do something, you have to tell your boss when it’s done.
- If your boss asks you to repeat the same process each week/month/quarter/year, you have to tell your boss each time it’s done.
- If you finish performing a service for a customer, you have to tell the customer you did it.
- If you send something to a customer, you have to tell them when it’s in the mail and preferably when it will arrive.
- If you do something for free, tell the customer each and every time.
- If you do something for an employee, tell that employees.
- If you make a decision for the company, tell the company.
It all feels pretty straight forward when it’s written down. For me, though, you’d be surprised how easy it is to…
- Launch a product and forget to tell former customers who might come back because of it.
- Waive part of a charge and not inform the customer, assuming they’ll appreciate it anyway.
- Send an email and forget to copy your boss, your employees, your customer.
That’s one of the lessons I’m learning.