Whether it be a start-up or a large organization, companies rely heavily on their customers. This factor urges the importance of customer communication. Customer communication is very important because customers want to feel like they are making the right choice by buying or using your products. To make this even simpler, you want to win the satisfaction of your client. The ability to communicate and be dependable for your client places you above the competition. In fact, a study by the Project Management Institute found, “Ineffective communications is the primary contributor to project failure one-third of the time, and had a negative impact on project success more than half the time”.
1. Have a fast response rate
I for one can say that this is accurate. There have been times when I have reached out to customer services and did not receive an adequate response time causing me to abandon my potential purchases. Situations like these are an easy way to lose customers and revenue. A good way build the reputation of great customer service is to work outside the traditional 9 to 5 business hours. Sending an email to a customer on the weekends or at night will show them you are willing to put in the extra effort for your customers.
2. Don’t forget to use small talk
Often times in business, we lose ourselves in the hustle and bustle of trying to meet deadlines, sales, etc. It’s important to remember that clients choose to do business with people, not companies. The ability to communicate and make a good impression is crucial for a company. Face to face meetings gives you the ability to present yourself in a positive way that reflects even more positively on your company. The key is to make your business personable. Chat with your clients as you would with friends and humanize the business experience.
3. Use a time-tested internal system
Implementing a reliable project-management system can help your business communicate and increase productivity. By having a system in place that shows all the little details of projects, customers will not be worried about things falling through the cracks. Using an internal system will show potential clients that you are dependable and organized.
4. Speak to customers as you would to your boss
Clients are the ones who are contributing to your paycheck therefor; they are essentially your bosses. Although you lead them in your expertise, they are the ones who ultimately make the decisions. Before working with a client, discuss desired outcomes and possible roadblocks. Communication is very important during client interaction. Never assume the next step, always run it by the client first (as you would with your boss). Doing this will prove to the client that you have their best interests in mind.
These communication steps will help you build trust and confidence with your customers. When it comes to communication, a little effort has a big impact. With these tips, you can turn one-time clients into loyal customers.
By Audrey Rowe