"I thought for sure you'd know that!"
How many times have you heard — or said — those words? In business, assumptions are dangerous. What seems obvious to you might be completely unknown to your customer.
You've spent years in your industry. You know the terminology, the processes, the timelines. But your customers haven't. And when you assume they have the same knowledge you do, communication breaks down.
Here are some common assumptions that get businesses in trouble:
Assuming customers know your hours. Don't make them search for this information. Put it everywhere — your website, your Google listing, your voicemail, your front door.
Assuming customers know how to prepare files for printing. Most people don't know what "bleed" means or why resolution matters. Take the time to explain, or better yet, create a simple guide they can reference.
Assuming customers know your process. Walk them through it. "Here's what happens after you place your order..." A little transparency goes a long way.
Assuming customers know what they want. Sometimes they need your guidance. Don't just take the order — ask questions, make suggestions, and help them get the best result.
The solution is simple: communicate more than you think you need to. Over-communication is almost always better than under-communication. Your customers will thank you for it.