Improving client communication in your business is the cornerstone for business success. Excellent communication helps you build a better rapport with your clients and puts your business at the forefront of their mind. When you improve client communication, you’re looking to create significant benefits for your business. Because when you improve client communication, you’re also improving customer loyalty, increasing sales and building a solid brand image.
But now you know the benefits, how can you improve client communication in your business? Here are five key points to remember if you want to reap the rewards associated with better communication standards.
Key point #1: Become a better listener
When you become a better listener, you help build better relationships and respect your team and your clients. When communicating with your clients, Show you’re paying attention by maintaining eye contact and asking clarifying questions. Always let them speak without interruption and paraphrase back what was said to confirm you understand and show that you’re listening.
But being a good listener also means deferring judgement. Listen with an open mind and don’t make assumptions. It’s far too easy to think you already have the answers when you haven’t heard the real problem!
Key point #2: Be transparent in your communications
Be as transparent as you can with client communication in your business. This can often be easily achieved and includes enabling customers to track orders, giving clients regular updates and avoiding technical jargon.
But also, don’t ignore unhappy customers! They can harm your reputation and spread negativity. Instead, be transparent. Approach with concern and an open mind, rather than going in all guns blazing and ready to attack. Take a genuine interest in what they have to say and look for ways to turn them into happy customers instead.
Key point #3: Reply in a timely manner
Don’t leave your clients hanging! The best way to show you care and that you value your clients is to ensure you take time to respond to them. For most things, a 24-48 hour turnaround is sufficient. But know that on social media, a quicker response is needed, as most people expect this to be more instantaneous.
Also, set up an automated reply email to let them know you’ve received their email. Do the same with your LiveChat and DM messages too. This helps to minimise the fear that their message hasn’t been received.
Key point #4: Choose the right response channel
The channel you choose to communicate with your clients is likely to change, depending on needs, convenience and circumstances. You need to establish which channel will be suitable for the type of conversation you’re having. Sometimes, LiveChat or DM will be appropriate; other times, an email will do.
But also, don’t be afraid to pick up the phone and talk to your client. It’s often a more personal way of dealing with issues and is a much easier and faster way of clearing up misunderstandings or clarifying needs.
Key point #5: Take a proactive approach to customer service
Have a strategy and process in place for your customer communications. LiveChat or DM facilities will help you provide an online place for them to have a two-way conversation with you. You can systemise some of this, such as setting up automated responses to your most commonly asked questions.
Regularly ask your customers for feedback. Not only will this help you provide products and services they want, but it’s also an excellent opportunity to address any issues early.
Client communication is an essential part of business management. You need to get good at it if you want your business to grow. However, implementing better systems and methods of communication can take time, which is why it may be worth looking into hiring an Online Business Manager (OBM) to oversee and manage it for you. You can learn more about this service and also establish if you’re ready to hire an OBM by clicking here.