Being “proactive” is something that most organizations see as a good thing but so many don’t know how to implement the idea effectively.

One business sent out an email communication to its customers demonstrating what it means to be “proactive.”

The email stated that the organization was aware that the paperwork it sent out to customers through the mail may be delayed (foreseeing a potential customer issue) and then listed the actions a customer could take if that were to happen.

“We realize our mail communications may be delayed, here’s what you can do about it.”

The organization had set up online resources so that the customer wouldn’t be as affected by the delay in mail delivery – offering suggestions for a potential problem with “business as usual.”  

This is proactive customer service.  Walking through the customer journey before the customer does.  Finding potential problems and offering solutions before a customer even knows there could be an issue.

Preventing problems before they start is a great way to avoid problems in the first place.