The 4C's of Effective Communication
Management consultant Peter Drucker claims that 60% of all business problems result from faulty communication. I believe the percentage is even higher in our jewelry repair shops. The major problems attributed to the shop are the result of miscommunication - Miscommunication between the customer, the salesperson, and the bench jeweler.
If the date the customer was told their jewelry will be ready is not properly communicated to the bench jeweler, problems develop. If the price quoted to the customer is not properly communicated to the bench jeweler, more may be charged and problems develop. If the actual work preformed by the bench jeweler is not properly communicated to the sales staff the wrong price may be charged and problems develop. If the work to be performed is not properly communicated, the wrong work may be done and problems develop, and on and on it goes.
You have all heard of the 4C's of a diamond and how the Cut, Color, Clarity, and Carat Weight, will ultimately determine the fifth C Cost. I believe there are also 4C's to Effective Communication.
The First C Stands for CLEAR
We must communicate clearly or what we say may be misunderstood. We must write legibly or our written communication may be misunderstood. The terms and phrases we use must be clear and understood by all, or our communication will not be effective.
For example, the term ASAP for As Soon As Possible is often a problem. To some this means: top priority, drop what you are doing and do this first. To others, it means: do it as soon as it is possible to work it in, as there is no real hurry.
The Second C Stands for CONCISE
Often in our communication, we ramble on and on and never really get around to what it is we want to say. We need to be concise in our communication to be effective.
A jeweler explaining in detail each step involved in a special repair may give more information than a salesperson or customer wants to hear and the important information will be missed.
Effective Communication continued