Excellent client communication is essential in any business. If you don’t know how to reach your target audience, your company won’t grow. However, good communication skills aren’t something you develop overnight.
It takes a lot of dedication for you to improve how you converse with other people. If you’re clueless on how to interact with your customers effectively, you may risk losing them. To avoid unfortunate encounters with them, you can practice the following:
1. Answer Phone Calls Professionally
One of the most common ways for your clients to contact your business is through phone calls. Many companies have a hotline where they can answer customer inquiries and complaints. It’ll be helpful for your business if you have good phone call etiquette.
Answering a business phone call is different from talking to a friend. There are phone etiquette tips that you should keep in mind when you’re on the line with a client. Your demeanor during a business call will reflect your company’s image, so you should know how to communicate on the phone professionally.
When a customer calls you, answer by greeting the caller and mentioning your company name. This will let him know that he’s calling the right place and will get the necessary assistance he needs. Ask what are his concerns and provide all the essential information to help him solve his problems. End the call by thanking your customer, and clarify if he doesn’t need anything else before hanging up.
All the employees of your company should know how to answer phone calls professionally. This way, you’ll ensure that you have a positive image in the eyes of your patrons.
2. Prepare for Presentations
There’ll be instances when you’ll meet potential clients to present your products and services. If you don’t make an excellent first impression, you may end up losing a deal. You should know how to face potential customers, especially when you have to convince them to patronize your company’s services.
Most of the time, presentations with clients will be scheduled ahead of time. This is to make sure that everyone that needs to attend will have time for the meeting. The advance notice will also provide time for you to prepare and practice how you’ll communicate with your clients.
If you have a new product or service from your company, you should know all the details about it. Expect questions from the people listening to you and prepare your answers beforehand. Try to identify what points in your presentation may need clarification so you can improve your delivery.
When standing in front of your clients, have proper posture and eye contact. This will make you look credible and trustworthy. Remember that how you carry yourself during presentations will impact how others see your company, so you need to look your best.
Before you end, ask for any follow-up inquiries and thank everyone present. Shake your clients’ hands firmly and let them know that you’re looking forward to hearing a positive response from them.
3. Know When to Push Back
It’s challenging for companies to disagree with their clients. You may risk making them feel insulted when you push back on their ideas. However, there are times when their decisions won’t bring positive results for them which is why you need to intervene.
If you know that your client is making a mistake by following through with an idea, you should persuade them to change their mind. Of course, you need to approach the situation carefully so you don’t damage your relationship.
Communicate calmly, and provide facts and figures to make your clients see where you’re coming from. Give time for them to make their own decisions rather than forcing them to go along with your idea just because you said so.
If you know how to handle disagreements with your clients professionally, you’ll be able to make better decisions for your business that’ll benefit both you and your clients. It’ll also show them that you really care and you’re sincere about providing quality services to them.
4. Be Present
Keep in touch with your clients by establishing a system to communicate with them. You should make sure that your company is at the forefront of your minds at all times. Try to come up with a standard communication plan that will keep you connected with your target audience.
Send out promotional materials through emails so you can encourage your clients to avail of your new products or services. You can also call and check up on them and ask if they’re interested in getting your services again.
You can also use your presence on various social media platforms to ensure that your company is visible. Post relevant information that can entice your patrons and potential clients to avail of your products and services.
5. Ask for Feedback
Your company won’t improve if you don’t ask for feedback. Your clients can provide useful insight on how you communicate with them, so you should ask for their opinions. How you view your company’s performance may be different from what your clients experience. It’s vital that you determine if you have any shortcomings so that you can address them promptly.
You can add a section on your website or social media where customers can leave their comments about your products and services. By doing so, you’ll know their thoughts about your company. They can point out certain aspects of your business that needs improvement, such as your response time or product quality. This way, you can make adjustments that will satisfy your patrons.
Asking for feedback will also show your clients that you’re dedicated to providing quality services to them. It’ll help you gain new customers and grow your business further.
Final Thoughts
Running a business means constantly striving for improvement. You shouldn’t feel complacent about having an established clientele because you can lose your patrons if you fail to meet their expectations.
There are ways to improve your client’s communication skills, such as practicing good phone etiquette and asking for feedback. By knowing how to handle interactions with your customers, you’ll maintain your company image and provide quality services.
