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Although no formal role out will happen to your clients, there should be a discussion about how you now communicate with them. Every channel is vital and every form of communication will likely change in some way. When your vision and purpose is clear both those clients you want and don’t want are clear. How you wish to speak to them becomes clear. How you want to deal with complaints becomes clear. reporting internally and every single process speaks for itself as it falls in line with your purpose. Where it doesn’t you will see the need for change.

Again feedback should be encouraged and that absolutely includes complaints. Feedback from your clients is your lifeline to your new shape.

and here is the benefit….. your clients AND staff will love you for it, and those who do will tell others.

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