It’s all about communication
It’s unfortunate, but consumers sometimes have issues with business operators. As a consumer and the CEO of an association supporting people to run better businesses, I can see things from both sides.
It’s true, businesses get things wrong. When they do, they should rectify the situation to the satisfaction of their customers.
But consumers get it wrong as well, and this can make operating an honest business harder than it should be.
Sitting somewhere in the middle of these two extremes is what I’ve coined ‘the expectation’. This is when one side – or maybe both – imagines one thing but experiences something else. It happens in friendships and marriages, so why wouldn’t it occur in other relationships?
Getting ‘the expectation’ right relies on good communication. At VACC we communicate with members regularly about good business practices and providing great customer service.
I want that for all consumers. So, here’s how you can help.
When you deal with a business ensure both parties come to an understanding of ‘the expectation’. So, talk through the scope of work and/or clearly identify what you are buying.
Here’s an example:
If you are getting a general car service, have a discussion about what that involves. The business may understand you want all detected problems rectified. But is that what you want? Or do you just want the basics covered? If so, what are the basics?
Both parties should ask questions first, not later. That way you will both get what you want. And that’s the way it should be.
Words: VACC CEO, Geoff Gwilym. As featured in the Herald Sun 22 January 2021.
Share your thoughts! E: ceo@vacc.com.au