The basis of any well-functioning relationship is effective communication. The way we communicate can damage relationships we’ve been building for years. This does not apply only to personal relationships – the way you communicate also reflects on the success of your business. In this article, we’ll talk about three simple and effective ways how to improve the way you communicate with clients.
1. Don’t be (too) formal
You definitely don’t want to bore your (potential) customers. Therefore, the texts you use in customer communications should be positive and appealing. Are you sending out newsletters? Instead of a boring "Book two nights and the third one is on us", try "Longing for a good night’s sleep? Come and relax at our hotel for two nights. The third night is on us."
Are you writing an email to your client or did you get a live chat message from a customer who needs information on the status of their order? Be professional, but not too formal or reserved: "Hi Susan, we managed to ship your order two days earlier than expected. It’s already on its way :)" sounds more natural than "Good afternoon Ms. Jones. Your order has been dispatched. You can expect it in the next few days."
2. Allow your customer to stay in touch
Rule number one: be available. If your call center’s business hours start at 8 am and finish at 4 pm and you know that some customers would like to call after they come home from work or before they leave home in the morning, make sure they can. Adapting your business hours to your customers’ needs is an efficient way to improve communication with customers. If clients can’t reach you, they won’t be in touch even if they need you. Always remember to make sure that there is a sufficient number of agents available when it’s necessary (especially during busy hours).
Don’t forget to manage your social media accounts and live chat – many customers will try to get in touch via these channels because it’s convenient and quick.
3. Provide customers with tutorials
Place infographics, tutorial videos or knowledge base on your website. You will benefit from it as well – customers will not have to contact you every single time they can’t understand or fix something. Do you sell kitchenware? Your client Peter must be excited about his recent purchase of a 10-piece sushi set, but maybe he isn’t quite sure what to do with all the "stuff". Show him in a video that will help him become a local sushi master :-).
If you have applied all tried and tested tips for improving communication with customers, but you still feel that there’s space for improvement, here’s a bonus tip – use mystery shopping/calling/e-mailing. Maybe you won’t like what you find out, but at least you’ll know what’s wrong and you can start looking for solutions.