Respond to a change
How can we fix inconsistent product information without confusing existing customers?
How can we fix inconsistent product information without confusing existing customers?
1 · Notice the conversation
Colleague: What should we agree first?
You: We should use one confirmed name for this tea.
Colleague: Why is the mismatch confusing?
You: Different names can make one product look like two.
Colleague: Where should we restore brand consistency?
You: To restore brand consistency, we should update the website, leaflet and support notes.
2 · Understand what each phrase does
brand promise
what customers should be able to expect from us
Our brand promise is simple, clear tea choices.
promise 必须能由产品和服务支持，不能只停留在口号。tone of voice
the way the brand speaks to people
Our tone of voice is friendly and clear.
语气一致不表示每次用同一句话；道歉与介绍可有不同重点。brand consistency
a similar experience across different places
Matching product names support brand consistency.
一致性包括信息与服务，不只是颜色和标志相同。3 · Rehearse, then change the details
We should use one confirmed name for this tea.
Different names can make one product look like two.
To restore brand consistency, we should update the website, leaflet and support notes.
We should explain the name change when customers refer to the old leaflet.
Keep the purpose; change the person, document or time. A simple, accurate sentence is enough.
4 · Respond to your colleague
What should we agree first?
这款茶应使用一个确认过的名称。
See one possible reply
We should use one confirmed name for this tea.
Why is the mismatch confusing?
不同名称会让同一款产品看起来像两款。
See one possible reply
Different names can make one product look like two.
Where should we restore brand consistency?
为恢复一致性，应更新网站、传单和客服说明。
See one possible reply
To restore brand consistency, we should update the website, leaflet and support notes.
5 · Try a different situation
What if the old leaflet has an outdated price?
What if the old leaflet has an outdated price?
Address the changed condition. Choose a practical next step and explain why it helps.
- My response addresses the changed condition.
- I explain one practical action and its likely effect.
- I make the next step clear.
6 · Recall without the model tomorrow
What should we agree first?