Thursday, May 19, 2011

Gap 4 - The Market - Communication Gap

If you say that you will respond to online customer feedback within 24 hours and you consistently take 48 hours to do it, then you have created a Market - Communication Gap.

The local barber who cuts my hair has two signs out the front of his barber’s shop. One sign says that the shop will be open at 8:30am. The second says 8:45am. The barber is rarely there before 9am. He has no idea how many people have looked in his window when he wasn’t open when he advertised that he would be.

My expectations are consistently not being met. One day a new barber/hairdresser will move into an empty shop in the shopping strip. What do you think I will do?

What Market - Communication Gaps are you creating?

Why not use this article to catalyse Conversations That Matter® within your team or organisation.
Copyright Gary Ryan 2011
Quote from the barber

Sorry mate. I know that I said sorry the last couple of times but my car broke down and I had to wait for my wife. Sorry mate.

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