Repetition

When communicating an important message to your team or to your customers, it often pays to first decide what the important core of your message is, and then plan ahead of time for ways to repeat that core message again and again to your audience.

When communicating with your customers, plan to tell them the message and repeat it. Repeat. Repeat. Pick the most valuable message and focus on it. Have salespeople tell the customer, have your web site tell your customer, and have printed materials tell your customer the same message. Phone touches should repeat the message. Pick your most important message and repeat it until the customers get it. It may take ten messages before they get it. Keep at it.

Training and management are the same way. Managing thought and understanding in teams will find you needing to repeat and reaffirm those things that are important in your organization again and again.