Customer communication: short messages, clear agreements

Most customer problems are not caused by bad work but by bad communication. Expectations did not meet, what was agreed was forgotten or the schedule changed without anyone saying so.

1. Write short and concrete

One thing per message, clear sentences, no jargon. "I will come on Tuesday at 9, the job takes about three hours" is better than "I will come early in the week".

2. Write down what is agreed

When you agree a price, scope or schedule, put it in a message: "So we agreed: fixed price €450, the work starts on Monday 3 November." Then you both have the same understanding and things can be found later.

3. Keep the conversation in one place

Palvelunyt.fi's messages keep the history. If you agree something on the phone, confirm it in writing with a message.

4. Report changes in good time

If the schedule slips, the price changes or a surprise turns up, say so straight away. A customer tolerates surprisingly much when told in time. They do not tolerate a surprise on the invoice.

5. Ask if you are unsure

If you do not understand the request, ask. Better one extra question than a wrong quote.

6. Be polite but direct

Say thank you, greet and sign off. Still be direct: "I cannot do this job at that price" is better than silence.

7. Reply the same day

When the customer asks, reply the same day, even if the answer is "I will come back to you tomorrow".

8. Finish well

When the job is done, say thank you, ask for feedback and tell the customer what to do if problems arise. After that the customer can leave a review.

A short checklist for a message

• Is the message understandable without background?
• Is everything agreed written down?
• Is the next step clear?