Say you happen to have an agency, a service based business or a business that is conditioned by a digital environment - you are very well aware that your business depends on your clients, but even if it isn’t entirely so, a thoughtful client communication can still create great benefits for your business.
Good client communication can cut through an overflow of information that bombards clients, especially in the world where we are constantly connected and where information is almost all there is.
What you want to do, and eventually, what you need to do is to make sure that everyone is on the same page - from the client’s needs and expectations, their thoughts on your current progress, as well as organization and commitment of your own team.
Client communication skills are essential in this matter, and if you think you’re in need of improving them - here are some client communication tips that help you achieve that.
Why is effective communication with clients important?
In a nutshell - you need it in order to prevent unhappiness in your relationship.
Strong communication with your client is something that will allow your relationship to thrive, and this is where knowing how to communicate with clients effectively is key - a must have skill in order for any project to succeed. But this is not the only thing.
Good communication with clients enables you to connect with the client in order to understand and share their perspective, and therefore - build a shared vocabulary that will take your communication to the next level.
This is also very important for when you want to align projects and their timelines, budgets, and to keep everyone up-to-date on project status, but, if you want to know how to improve client communication and the best way to communicate with clients , check out the tips we listed in the text below.
#1 Establish rules in order to improve communication with clients
Whatever your business is based on, but especially if it is service based, you need to establish some business rules.
Large companies, for instance, should provide clear guidelines for how employees should interact with clients. This is why you should also provide proper training and expectations or them, so they could know exactly how to prepare and how to act in meetings.
Establishing rules is important because it allows you to substitute one employee for another, if need be.
#2 Bare in mind that your clients are real people with zones of comfort
Be mindful of your client’s preferences, before you make a decision how your communication will continue in the future, and how will you contact them.
Some of your clients can be older and not very comfortable with using technology whatsoever, so you might consider calling them or scheduling a meeting every now and then.
Younger ones may prefer communicating through social media or conference calls, bit sometimes you client will make a hint about which method they prefer or are the most comfortable with, which makes it easier for you to communicate with them in way that improve your relationship.
#3 Be specific of the services you offer
If you were wondering how to improve communication effectively, you need to get clear about what you’re offering, and don’t ever assume they know that when they come to a meeting.
This is a moment when providing more information is necessary , where explaining why is your service perfect for their specific needs.
At this point you should be specific about everything regarding your service - the detailed aspects of it and the kind of value your offer. This is how quality clients will be far more interested in what you have to offer.
#4 Have a working knowledge of your business
Beside basic preparation you need in order to better understand your client and his requirements, first you must ensure you have a relevant and working knowledge of what your business is all about and what it has to offer.
You have to know what your services are, how and the amount of time it takes to deliver them to the client, but never waste their time.
You need to be the brains of the operation, and you should always think for your client and never make assumptions they know more than they pretend to - they probably don’t.
#5 Take your time and do your homework
If you want to master your client communication skills, you have to ensure you’ve done all the necessary research before meeting with him for the first time. This is especially important if you’re meeting with a new or a potential client - research is a must until you are as familiar with their needs as possible.
There is a difference in how you will approach a longstanding client, to how will you handle a new potential client.
A longstanding client within the company will require a complete review of their file and directives how handle their needs in the future, if there was a change, that is. However, if there is a potential client you have to meet with first - you might want to consider giving them a “homework” to do.
This can refer to answering your survey or general questions regarding what they need, in a little bit more detailed manner, so you better understand their requirements.
#6 Communicate with your clients on a regular basis
One of the ways to improve client communication is to develop a system of communication that will be scheduled routinely in order to keep yourself at the forefront of your client’s mind.
You can do this through any channel of communication of your choosing, but the most usual one is the email.
One of the ways to help them stay connected is to send them sales and promotional information on the regular basis, and to always be available. You should also reward your most loyal clients and always reach out to them after a certain period of time, and provide free trials of your newest service or offer free wifi.
Not will you be reminding your clients of the value you offer but also keeping your communication with them fresh and constant, in a way that provides them with both information and benefit.
#7 Always add something personal to the conversation
When it comes to communication with clients and customers, never underestimate the power of the personal touch when establishing a relationship with them.
You can do a small gesture like a hand-written note to thank them for doing business with you, or an email that answers some dilemma of theirs, which is how you’re making clear that you’re listening to them.
Make sure that these gesture of yours, however you plan to showcase them, are not something generic that comes with a template - the more you are actively and genuinely trying to help, the more you will strengthen your relationship.
#8 Disagree in a right way
If you start feeling that your client is moving into a direction that is going to them harm, or going with an idea that is essentially a mistake - you are obligated to try bring them back on the right path.
The solution is to prove your point, but in a gentle and considerate point. You should always provide plenty of information and facts that will support your attitude and back up your decision. This will allow them to make up their on minds on their own, instead of you trying to forcibly make decision for them.
This is one of those good client communication advice that will help you maintain a strong relationship with them, while showing them you really care about the success of their business.
Question how to improve client communication is not something to be taken lightly, but rather something you should think of improving, mainly because tips such as these we already listed are a useful way to forge a strong bond with your client that, if done right, can turn into a long-lasting one.