As I write this blog my mind keeps racing to all the experiences I had growing up. From being frustrated when my parents didn't understand me (ok which parent does), to my experience with poor customer service. It all stemmed from the fact that we have lost the art of communication. Today more than ever our younger generation have not been trained to communicate properly. They have been buried in their phones or tablets and have mastered the art of ignoring people. As business owners or career minded individuals we need to understand this and assist our colleges and ourselves on the proper ways to improve in this critical skill. Here are some ways I have improved on this yet keep in mind that communicating is a never ending journey that we don't master but can continuously improve on. So my list is as follows:
1. Listen
We have heard this all our lives, from our mothers telling us at a young age to listen to when we are old and grey. Yet we seem to forget this when we are speaking to a client or prospect. ( A little Sales Hint) It is so important to truly listen. It can be the difference to keeping a customer as an advocate to ruining your reputation. Listen to their requests or information and ask probing questions to make sure you understand. Remember you have two ears and one mouth so speak less and listen more.
2. Truly be empathetic to their needs
How many times have we heard the same blah blah blah from a customer service representative. How did it make you feel? Well keep that in mind when speaking with your client. They have needs and are looking for you to help. Show them that you understand their pain and are truly concerned. Put yourself in their shoes and remember the old saying "treat others like you would want to be treated". Simple but powerful advice.
3. Be reachable
Following the same theme, how frustrated do you get when you need someone and they can not be reached. In today's era of connected devices there is no excuse not to be reachable. I say this with some provisos, personal time needs to be respected. Yet we must keep in mind that a client is part of your business life and they deserve to be able to connect with you. Use all the tools at your disposal. Reply emails with emails, calls with calls or voice mails, text with text messages.
4. Reply to messages quickly
This goes without saying. Remember how you felt when someone replied to your message quickly. It made you feel important and that's half the battle. Don't hide from your clients. Sometimes the customer just wants to know you are aware of the situation and can reasonably wait for a resolution.
5. Be succinct
Remember that they have fires burning and a long winded call, email or text will just make things worse. Get to the point quickly yet don't short with your answer. It goes back to making the customer feel important. By all means do give a one line answer to a two paragraph email. That's the kiss of death.
6.Speak in their language
I don't mean that you need to learn multiple languages but in today's age of global reach, it wouldn't hurt. What I am saying here is to not speak in a way that makes your clients feel inferior or confused or makes you look uneducated. Bring the conversation to their level. This level could be either up or down. Don't simplify when you don't have to and use analogies when simplifying is necessary. This little concept will help you build a bond that they are speaking to an equal.
In summary, just remember your experiences and try to improve on each of these points. Take on step at a time and before you know it you will have great client communication skills.