Blog

How To Win At Client Communication

Humans communicate all the time, but that doesn’t mean communication is easy. If you want to attract and retain the right clients, you need to be an all-star, productive communicator.

Did you know that 82% of all customers expect an immediate response from brands? That’s according to HubSpot’s 2018 “Consumer Customer Support Survey,” which surveyed 1,000 consumers. You have some leeway if you work in a business-to-business (B2B) space, but the fact is that your customers expect efficient and effective communication.

Humans communicate all the time, but that doesn’t mean communication is easy. If you want to attract and retain the right clients, you need to be an all-star, productive communicator.

Why Is Communication So Important?

Communication isn’t a fluffy business strategy. It’s a process that requires practice to master and productivity tools to help. Best of all, once you hone and professionalize your communication skills and business writing, you’ll likely see several big benefits to your brand:

Clarified Customer Expectations: In an age of instant messages and email, it’s more important than ever to clarify information with your client, rephrasing to optimize your English. Miscommunication costs money. Whether the customer expected your product to be a different size or expected that a certain deliverable would be included in your pricing, misunderstandings cause a rift between you and the client. Better communication prevents pricey misunderstandings that cost you business. It can also make your customers happier, so it’s a win-win.

More Sales Closed: You spend a lot of time and money bringing prospects through to purchase. Professional and efficient client communication helps you close even the most difficult sales. Get more of the business that you deserve with clear, frequent, and productive communication.

Increased Loyalty: The fight isn’t over once you’ve earned a customer’s business. Brands have to provide amazing service to earn customers’ continued business. It’s more affordable to sell to your existing customers; boost the lifetime value per customer with better and more professional communication that keeps them on board.

Five Ways To Win At Client Communication

You can solve so many business problems with better communication. While the best strategy often depends on your unique business and clients, there are a few tactics all brands can leverage. Here are our five favorite strategies for better communication:

  1. Schedule a weekly or biweekly meeting.

In business, distance doesn’t make the heart grow fonder. If your clients don’t speak with you, they aren’t thinking about you. If they aren’t thinking about you, they’re less likely to keep you around.

Don’t be afraid to check in with your clients regularly. Set up a recurring meeting every week, twice a month or on whatever frequency works best for your client. But make sure these meetings are valuable and action-packed. This strategy can backfire if you waste the client’s time with an unnecessary meeting. Come prepared with new ideas and progress reports to demonstrate your value while helping the client.

  1. Make sure they’re always heard.

Clients want to know that you’re here for them. Often, that’s as simple as answering their questions in an efficient and professional manner. This shows that you care about their needs and that you’re available. Leverage productivity tools.

Make sure your team regularly checks social media, instant messaging apps and email for customer messages. Create a priority folder in your email just for clients. Consider employing a productivity tool to manage your messages if you’re busy and rephrase your ESL English; this ensures you don’t come across as unreliable.

  1. Be as transparent as possible.

Trust is a rare and precious commodity in business, and I find that transparency is the best way to build trust with a client. Let them see behind the curtain so they can understand your work process, product and results. It’s OK if you aren’t perfect, or if you don’t get the results you were hoping for. Clients usually respect transparency, and it opens the door to conversations on how to get the results they need.

  1. Make a deeper connection.

You aren’t a robot, and neither are your clients. It’s OK to be human! Use communication to foster a deeper connection with your clients. You don’t have to be their best friend, but over time, it’s OK to reveal a few personal details about your family and hobbies. Use productivity tools like Rephraser.ai to best express yourself.

This warm rapport doesn’t just make client relationships more fun; it builds trust with the client, which can help you weather hard times in the relationship. If you want clients to stick around through thick and thin, a humanized relationship is your best bet.

  1. Be proactive versus reactive.

Don’t let a situation get out of hand before you communicate with your client. Be proactive at all times with your communication, editing your language and content as you go along, especially if something isn’t going according to plan.

The Bottom Line

No matter where you are in life or business, communication is a skill that can take you far. Give your clients the professional service they expect. Overhaul your communication skills, practices and productivity tools to deliver better, more efficient service – they’ll reward you with their loyalty.

Adapted from Kristen Wessel’s article first published on forbes.com, July 3, 2019