Communication is the key that can either make or break your client relationships. Get it right, and you’ll have happy customers who will evangelise your business. Get it wrong, and your business could receive a lasting, bad reputation.
If you can’t afford to lose favour with your customers, it’s time to start learning to communicate better, today.
In this blog, we’ll show you the best tips and tools that can help you improve communication with your customer base.
1. Make a great first impression
No matter how you first connect with a customer, you need to make sure you nail it. Here are a few tips on how to be your best self when meeting customers:
- Body Language. Whether you are meeting in person or via webcam, your body language must be open, friendly and engaged. Smile. Don’t cross your arms and be sure to nod when someone is speaking to show you are actively listening to them. Keep smiling.
- Reply quickly. This rule should apply whether it’s the first meeting or not. A timely response goes a long way with people. For example, businesses who attempt to reach leads within an hour are nearly seven times more likely to have meaningful conversations with decision makers.
- Show empathy. Understanding where your customer is coming from is vital to providing good service. Remember that any communication you have is about them, their problems and how you can solve them.
2. Be human
You don’t want your customers to feel like they need to go through your words with a fine-tooth comb to figure out what you’re trying to say. Even in a professional setting, speak to them in plain language. After all, life is much easier when everyone understands each other.
One of the best ways to make a real, human connection with customers online is through video conferencing. After all, written communication can often become misconstrued. When things are written down, they can be open to interpretation. When you are face-to-face, even if there is a misunderstanding you can quickly set the record straight.
When it comes to customer communication, we recommend tools like Microsoft Teams as it allows you to provide a personal touch to any customer no matter where they are.
3. Be open to social communication
In a truly digital workplace, you must be able to communicate with customers in any way they choose. This could be via letter or phone, but it can also mean through email, chatbots and social media. In fact, research has shown when companies engage with customers on social media those customers end up spending between 20 and 40 percent more.
4. Follow up promptly
When speaking to a customer, no matter the topic, be sure to follow up promptly afterwards. That being said, what is seen as ‘prompt’ will depend on the topic matter.
If you gave them some ideas on a project that will take a month or more, don’t follow up the next day. That’s far too soon. However, getting in touch the next day to follow up on a ‘quick fix’ call is recommended. This is best practice customer service which can bring real reputational benefits to your business.
In business, talk is never cheap
‘Knowledge speaks, wisdom listens’
After years of working with our clients, we know the value of customer communication. When you join Pensar, you become part of our family. Whether it’s IT support, business continuity or consultancy, we always focus on you. After all, it’s our job to listen to what your business needs, and help you achieve your goals through technology.
If you’d like to know more about how Pensar can help your business, get in touch today