Buyers are the heart of any business, and no matter how good you might be at converting leads into clients, if your communication skills are not at the highest level, you won’t be able to reach your full potential as a company.
Remember that communication is everything for a business.
It begins from the second a prospective client lands on your website, reads your last social media post, or receives a business card with your details.
It continues during the onboarding process and it’s a continuous process after delivering the service you were hired to do.
The way your company communicates with the clients whether using indirect communication like your service page content, subscription or follow-up emails, or direct communication like DM (direct messages) phone or video call it all adds up to your brand name.
If a company manages to keep their customers happy, the chance of those same clients to turn into strong advocates for it are very good.
So the communication with customers is a key factor for your business, but what can you do to keep it efficient and qualitative?
Here are a few tips we’ve found helpful.
- Listen carefully
Don’t forget that on the other side there is another person.
You need to get to know your clients and active listening will definitely help you out here.
Don’t be afraid to ask questions in order to clear out misunderstandings or arising issues. It’s a good practice to repeat back or summarise what you’ve heard in order to avoid miscommunication.
Clients are always happy when they feel that they’ve been heard and understood and they’ve got your attention.
- Get to know your clients
Each person is unique, and you should have a unique approach with each of your clients. Be flexible with your communication methods to make sure you’re on the same page.
Some people prefer to keep it formal, they will expect only on-topic meetings. It’s necessary to respect their time and not waste it with chit-chats about the weather or their dog.
However, other people will feel much more satisfied when you warm up the conversation and express genuine interest in topics they are interested in.
If you get to know the person behind the customer and respect their time and show interest in common topics they will feel much more enthusiastic when it’s time to talk with you on business topics.
- Always be kind
Being kind is a life essential quality that easily transfers into business.
Yes, some days feel heavier on the shoulders, but that doesn’t have to be projected on your clients.
You must always keep a positive attitude when talking business if you want to be perceived in a good light.
- Be honest
Sometimes it’s hard to be straightforward with clients, especially when there are some issues. But it’s always easier to come clean and explain to the clients what is troubling you.
Usually, they will be more than willing to help you, as it’s in their best interest if you can
deliver the service they need as fast and as smoothly as possible.
People tend to be more helpful and open for discussions when you share what obstacles you face during your work. Honesty is your best friend when it comes to client communication.
- Set standards and keep them
It’s always a good idea to be consistent with your communication. Set guides for you and your team and stick to them.
Benchmarks are a sign of quality, so try to build such for the communication processes.
Don’t take too long responding to inquiries and try to follow up when needed.
This will help you relax your mind and provide good customer support.
As every client is different, it helps if you address what way of communication is preferable by your clients. For some people, phone calls would be more than enough, while for others only an email would work.
Effective communication can save a lot of headaches and can bring a lot of value to your business and your customers. So take your time to master it.