What is SNAP?
SNAP is a communication technique that keeps you connected to your customer.
Why use SNAP?
If you value your business results, choose to stay connected with your customers.
What are the parts of SNAP?
SNAP stands for Status, Next steps, Approximate timeline and Planned outcome.
Keeping your customers informed
At the simplest level, a SNAP message is all about keeping your customer fully informed.
Using SNAP you are able to set and influence expectations, then, demonstrate how your service or product meets or exceeds those expectations.
Framework for success
Using SNAP you are able to establish a framework allowing you to take credit for what you already do well; and to leverage that framework to improve what you do well.
Sounds pretty simple. It is simple. The power is in the routine, consistent usage of SNAP messages.
Keep your customer informed of the status of your relationship or the status of what you are doing for the customer.
Let your customer know what the next steps are that your customer should expect from you or steps you need from your customer.
Inform your customer about the approximate amount of time it will take for next steps or for you to deliver the service, product or other outcome.
Every customer relationship is about an outcome; let your customer know what they can expect the planned outcome to be, what the customer can expect to see happen or the result of your relationship with the customer.
Do you see any value in using a tool like SNAP to get and stay connected with your customers?
SNAP completes the picture.
Add SNAP to your master craftsman toolkit.
—Deliver Excellent Customer Service––With A SNAP—
© 2012 – 2013, Philip Espinosa. All rights reserved.