Communicating change to customers

When change occurs within your company, your first consideration should be to customers, and how they will be affected. Once you’ve determined that these changes will not have adverse effects, remember to:

Inform yourself first. Don’t attempt to explain a change you don’t fully understand. Gather as much information as possible on both the change and the reason behind it.

Anticipate reactions. How will the change affect customers? Will they require extra attention?

Communicate. It possible, let customers know about the change before it occurs. This may provide useful feedback and may even affect how your change will occur.

Put yourself in their shoes. Be patient with the customers who find the change difficult.

Thank customers. Particularly those who offer comments during the transition. Pass both positive and negative comments on for review.

Communicating change to customers will keep them much happier.