Conversation Starters are single page documents that are designed to catalyse Conversations That Matter in your workplace or organisation. This edition: The Market Communication Gap. For more information or to share how you used this Conversation Starter, please visit http://orgsthatmatter.com

1. The Market – Communication Gap
If you say that you will respond to online customer feedback within 24
hours and you consistently take 48 hours to do it, then you have created
a Market - Communication Gap.
The local barber who cuts my hair has two signs out the front of his
barber’s shop. One sign says that the shop will be open at 8:30am. The
second says 8:45am. The barber is rarely there before 9am. He has no
idea how many people have looked in his window when he wasn’t open
when he advertised that he would be.
My expectations are consistently not being met. One day a new
barber/hairdresser will move into an empty shop in the shopping strip.
What do you think I will do?
What Market - Communication Gaps are you creating?
Copyright Gary Ryan 2011
Quote from the barber
Sorry mate. I know that I said sorry the last couple of times but my car broke down and
I had to wait for my wife. Sorry mate.
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