Companies that prioritize their customers are 60% more profitable than those that don’t.
How your business communicates with clients determines how successful you’ll be. Perhaps you’re unsure how to improve client communication and are looking for tips on how to master it.
Sound familiar? If so, you’ve come to the right place. Here’s how to master the art of client communication.
When communicating with clients, you must always be friendly. This doesn’t mean you have to force yourself to sound energetic but you should be warm, happy, and upbeat so customers feel like you’re engaged.
You should also be empathetic especially if they’re unhappy with your product or service. Avoid getting agitated because it’ll make the problem worse and they’ll turn to your competitor instead.
Further, as you communicate with clients, remember to be polite regardless of whether you agree with them. Plus, always say “please” and “thank you” as it shows respect and that you’re grateful for them.
It’s important you remain consistent whether it’s how quickly you reply to their message to your tone. This will help you maintain a strong brand image so make sure you and your team all know what to do.
Avoid Saying “No”
One of the most important client communication tips is to avoid saying a straight “no”. For example, if your client asks you to complete a project in a short period and you can’t, paraphrase it by saying “sorry I can’t do it by then but is [X] okay?” That way you sound helpful while offering your client a practical solution to their problem.
Promote Active Listening
Not sure how to communicate with clients?
Then practice active listening as it’s the key to being a brilliant conversationalist. Focus your attention on a client if they’re discussing an issue, don’t interrupt mid-sentence, and consider taking notes while conversing.
Once they’re finished, summarize what they said to show that you took everything on board and offer feedback.
If it’s in person, consider non-verbal communication. Pay attention to your posture, make sure your body language is open, and maintain eye contact to show you’re listening.
When you communicate with your clients, be concise so it’s quick and easy to understand. Avoid long-winded, vague emails because it’ll confuse and potentially frustrate them. You should also adapt your style to the recipient so if they write formally then mirror that so you strengthen your bond.
Plus, make your clients’ lives easier. If you’re referencing an article then send them a direct link so they don’t have to search it themselves. And before a meeting, you should show your client a list of questions so they’re prepared to answer them.
On the flip side, be prepared for questions that the client will ask you. Even as your email, think about potential queries your client has so you can discuss them before they ask you. Your goal is to be proactive and answer as many potential questions as possible.
And don’t be afraid to reach out if you’re confused about the project. It’s always better to ask multiple questions than incorrectly finish a project.
Be Transparent and Flexible
Whether you’ve got good or bad news, tell clients what they need to know in a timely fashion as it’ll affect their business too. Consider sharing metrics of the project’s performance so there’s no chance of hiding the finer details.
Another important aspect of improving client communication is to be flexible. Some clients may be open about their personal life while others are strictly about business so don’t force anything if it feels unnatural.
Have Multiple Forms of Communication
Alongside knowing how to communicate with clients, you should also be available on multiple platforms.
For instance, email is non-intrusive and shows you respect your client’s time when you shoot off a succinct message. It’s also fantastic if several people need to be informed and it’s easy for clients to search for it later on.
You must also be available via phone so you can discuss nuances and go in-depth on a particular subject. Consider a second business line so you’re always accessible to your clients. It’s a good idea to host weekly or bi-weekly video conferences on Skype or Google Hangout especially if you’re working with international clients.
Don’t forget the power of social media because that’s where prospects and current clients spend most of their time. Use the relevant channels to share your content, updates, and tips with clients so you establish yourself as an expert in your industry.
You should let clients know they can text if a problem arises. Not only does a text get your attention but it shows you care about your clients and their business.
But, if you want to make a lasting impression, harness the power of snail mail. A mailed letter makes a far bigger impression so if you want to prove you appreciate their business then craft a handwritten letter.
That’s How to Excel at Client Communication
Now you know how to prioritize client communication and make sure they’re well looked after.
It’s important to be transparent, polite, and flexible so you can align with their preferences. Successful companies are proactive and available on multiple channels so clients can reach them whenever.
Once you strive to improve your communication then you’ll be rewarded with their respect and business. Good luck!
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