In any industry, communication with clients is always going to be a key part of growing. No matter how long you’ve been in the game, talking to new customers can be an extremely stressful experience. The way you interact with your clients has a major influence on how they view your business and can leave a lasting impression on them. Perfecting client communication is truly an art form, so here is how you can work on it too.
1) Get to know their needs
It’s no secret that what your client wants most of all, is to be understood. It’s also no secret that if you truly understand them, then you won’t be able to effectively solve their problem. If your customer does not feel like you can deliver what they need, then they are not going to be keen to work with you. That’s why solid communication between you and your customers is the lifeblood of your business.
2) Be a listener
There is nothing more frustrating for a client than having to repeat key points that you have already raised in a conversation. That’s why intently listening to your client is more valuable than you might think. Intently listening shows that you care about building a relationship with them, and they’ll notice. This skill is especially important when you’re working with clients and prospects. Listening to them will improve your relationships and create trust. If you can practice this skill, you’ll have a better chance of winning clients. Always make sure you don’t overlap them when speaking also shows them that you aren’t going to steamroll them and their needs in the long run.
3) Ask questions
Don’t be scared to ask questions! Sometimes your client may not be familiar with all aspects of their problem and are unsure of what to share with you. Asking questions can help you work with them to uncover smaller details that may be crucial to deal with in the long run. Asking questions also shows your client that you know your business, making them more confident in dealing with your service. This can also help you clarify your evaluations, allowing you to provide a thorough solution for the client.
4) Be prepared
Before the meeting, review your questions and answers to the common issues that are likely to come up during the conversation. Then, thank them for their time and let them know they can contact you if they need further advice. You’ll be better prepared and will get more out of your conversations. Remember that you are also representing a company and your client’s financial future. You should always be well-prepared, but there’s no need to feel intimidated.
It can also be helpful to document your interactions with clients. This can help you evaluate how a meeting has gone and make sure you haven’t forgotten key points.
5) Be clear
CLARITY, CLARITY, CLARITY, is key. When outlining your services and what you can do for your client, make sure that they fully understand. Although your industry may be common, technical terms and services can vary from business to business. To make a clear decision, your customer needs to be given information that they can understand and apply to their situation.
- Elaborate on what is included in your service. This may include service packages, the steps in service, etc.
- Avoid using jargon. If they are a novice in your industry, make sure to be clear and rephrase industry slang to best explain it.
- Be transparent with your client on how you conduct your business. Talk to them step by step about how you would apply your methods to their needs.
6) Be aware of body language and tone
Remember to be present and aware of your surroundings when communicating with customers. Be attentive and avoid distractions. Avoid talking about yourself or your products. Rather, concentrate on the person’s tone of voice and body language to listen with focus. By doing this, you will convey your interest and focus to the customer. If you are not talking to a cell phone, try to avoid being distracted and avoid coming off as aggressive. The more you focus on the person’s needs, the more likely the customer will feel that you understand what they’re saying.
7) Build a relationship
No one likes to talk to a salesperson. Which is making your potential client feel comfortable talking to you can make all the difference. Firstly, when talking to your customers, greet them by name, and remember to be courteous. People respond well to a human-like attitude. When first meeting with a customer, try to make some small talk. Ask them about their day, or the holidays or even the footy. First impressions can last a lifetime so make them count!
8) Avoid negative words
While interacting with clients, try to avoid saying negative words. Avoid saying “price” or “service” because these words make clients think about numbers and diminish the value of the service or product. Instead, use phrases like “book now, get $100 off,” or “limited-time offer” to create urgency. Similarly, avoid using “problem” or “challenge” when talking to clients, because these words can appear condescending or suggest a lack of trust.
9) Thank your clients
Although they’re the ones getting your service, you should always appreciate their business. Being aware that when you’re talking to them you are also taking up their time. So, make sure you try to steer clear of weekend conversations or out of business hour calls. If you communicate in polite language, then they are going to more likely than not respond in an appreciative manner as well.
10) Confront your mistakes
Following up is also important. If a customer is unhappy with a service you provided, make sure you get in touch up to make things right. A quick follow-up may turn a frustrated customer into a loyal customer. Remember that mistakes happen in every business, but what can pull you ahead is how you grow from them. When rectifying a situation make sure to:
- Apologise in a timely matter
- Explain how you are going to fix it
- Fix the issue
- Follow up with how the fix has gone
By apologising, when it’s due, you can improve your customers’ experience. After all, your main objective is to make your customers happy, right?
The best advice we can give is to just act human. The most striking quality that clients pick up when talking to your business is that they want to be treated as human beings. Learning how to talk to clients correctly will help you improve your professional relationship and boost your career. So, get out there and give it a go.
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