Communication is a key factor to the success of any business or relationship. Without it, your employees and customers are often times left confused, frustrated and misinformed.
Technology has changed the way we communicate with each other and at our jobs. See tips for communicating effectively, so you convey the right message to your customers and keep them coming back for more.
Delivery Channel Etiquette
Even though we’re in a digital world where information is meant to be fast and to the point, you should still make it a point to use complete sentences and proper grammar when communicating with your clients. See pointers for each of the different delivery channels below.
- As soon as you get a prospective lead, you should pick up the phone and introduce yourself.
- Be clear and concise in your delivery and pronunciation of information.
- There are certain techniques you can implement to greatly increase your chances of getting a call back.
- Optimize your mobile phone for business so you can respond to inquiries in a timely manner.
- Stress management is very important. Recognize when you start feeling stressed and calm yourself down before acting or reacting to a situation. Be willing to comprise and sometimes you just have to agree to disagree.
- Speak clearly, slow down and give customers your full and undivided attention.
- Keep your overall tone positive and upbeat when interacting with potential and current customers.
- Include an appropriate subject line, greeting and signoff. Use complete sentences, proper grammar and spellcheck.
- Be cautious with any humor. What you think is funny, clients may not and you never know how the message will be interpreted over email.
- Make your message easy to read and avoid long sentences or paragraphs. Stay focused on your key message and use bullet points to set off points you want to make.
- Introduce yourself and make note of the customer’s name upon initial meeting.
- Keep in mind that it is a business transaction so try and keep your behavior, appearance and conversation professional.
- Listen carefully to their needs, questions and concerns. Do not listen to respond, but listen to understand. Maintain eye contact and be careful not to interrupt the customer.
- Fill out your online profiles in detail so customers can learn about you and your business.
- Respond to negative comments or reviews, but remember that you’re communicating in a public environment where anything you say can be read and shared.
- Shy away from sensitive topics like politics and religion from your business account.
Be aware of current generations that are mixing in business settings and purchasing consumer products and services. They have different habits and opinions. If you aren’t up to speed, they’ll most likely let you know as you interact with them on social media or face-to-face.
One group to keep your eye is Generation Y, also known as the Millennial Generation, who are the demographic cohort following Generation X (most likely the children of baby boomers or Gen Xer). This group is defined by their increased use and familiarity with communication, media, and digital technologies. It means that if your business isn’t online, then you need to enter the space. Otherwise, you risk losing and engaging with a new customer base that could be very valuable to your business growth in the coming years.
No matter what your industry, you should develop and brush-up on your business acumen, especially if you’re running a company. You should understand how your company operates, makes money, and be able to map out growth strategies and execute on your vision.
One way to grow your business and get new leads is to sign up for a lead generation company. They aren’t all the same, so educate yourself on what to look for before working with a home improvement lead generation company.
Communication between you and your employees, customers and prospects is something that you should take seriously. It can make or break business deals and relationships. Miscommunication and improper etiquette may cause you to lose business deals and valuable clients. Use the tips above to display open and professional communication in any setting.