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As you think about your customers and how you interact with them, are you communicating clearly or leaving them confused and wondering?

This is a screen cap from a recent purchase. It was shipped Priority Mail, which their website states arrives in approximately two days. It is now day 7 for a package to arrive from a neighboring state – a 3.5 hour drive based on Google Maps, and day 5 from when it arrived in my city (St. Paul, MN).

Customers are likely to accept the realities of unforeseen situations when communication is clear, concise, timely, and constant.

Surprises, however, …..

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