An airplane pilot is told when they’re “cleared for takeoff” before they begin to accelerate down the runway.  The air traffic controller (ATC) has looked at everything in front of the pilot, on the runway and in the air space, and checked to ensure the pilot is good to go.  The ATC is there to ensure the pilot is set up for success.

Similarly, we want to make sure our customers are set up for success.  If there is any information about next steps or pathways or upcoming decisions, any clarification needed on the players involved in the situation that the customer’s dealing with, we want to make sure there’s clarity.

Here are some examples of the types of things to consider sharing with the customer to confirm they are ready for their version of the takeoff.  Is the customer clear…

• How to get to a customer service representative?
• How to locate the right item/office/information?
• What options are available to them?
• What their part is in a process?
• Who the other employees are in the process and what will be their roles?
• What the next step in the process is and when it will happen?
• In general, how to get their question answered, their need met, or their issues resolved?

 
Then, even though the pilot is told they are cleared for takeoff, they verify it themselves, because they are the ones ultimately responsible for flying the plane.  Similarly, although we have all this information we want to convey to the customer so that they are clear, it helps for us to confirm with them that they actually are clear, that they actually do understand.

To set the customer up for success, before you end the conversation, confirm the customer is clear.

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