A firm handshake, a pleasant tone of voice, nodding: all these are gestures that can help your customer feel comfortable when interacting with you in person.
But how to take care of the relationship with your customers when most of the communication happens through emails? In messages where, although everything is in writing, the tone of the words can easily be misunderstood by changing the meaning or intent of the original message.
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When the focus is on a text, how to organize your prayers and questions becomes more important than ever. It is possible that these seven changes in communication with your customers seem inconsequential, but can have a big impact on the perceived value of your company.
Instead of saying: “I will begin to develop their customer profiles.”
I say the following:“ We can begin to develop our customer profile.”
At the end of the day, this collaboration aims at the same result for both parties: customer success. When you talk about “I” to refer to a task or goal, you make your agency is perceived as an external entity. Use “we” to foster a conversation between the client and you indicate belonging to the same team . This unit generates a mentality that can improve the link between your agency and the client, reduce conflicts in the future and make sure everyone is attuned to the objectives and expectations of the project.
Instead of saying, “You told me that these publications should be ready on Thursday.”
Say the following: ” In our last email conversation, I understood that these publications should be ready on Thursday. I beg you to tell me if any change was made. “
Nothing turns a simple misunderstanding fledged conflict than say a detonating like “Well, you said …” in the email to a client . Go directly to the customer in a tense interaction marks a separation: your company against mine. This separation immediately spoil any progress you have achieved with the client computer.
When you board areas in which the client disagrees, it is best avoided by all means find a culprit. Blame someone, even if you know you’re right, only make positioning your team and hinders future agreements between the client and you managed to destroy.
Instead of using “you or you”, make a concerted effort to put yourself in the customer effort. It makes clear that the staff of your team is trying to achieve the same goal to help and you’re on your side to ensure that everything will be resolved smoothly. At the end of the day, preserving the relationship has more to confirm that you are right.
Instead of saying: “I spoke with someone from your marketing department on Friday.”
I say the following: “I spoke to Ana, its marketing department, on Friday.”
Remember names seems insignificant in the big picture of the situation, but you can show that your agency is truly committed to a client company. Have you ever gone to a cafe and, when ordering your coffee, the waiter did not get your name right? It is of great importance, but makes you feel neglected or if the company does not pay attention to what you were trying to communicate.
Learn the names of your client staff from the start and Keep them somewhere accessible for when you have to write an email or send a message Debas place. It is more than a little personal touch; Would you declare the client to actually pay attention and you want to add value to the team.
Instead of saying nothing .
I say the following: “Hello, Ana! I’m about to participate in a call with another client. Is it all right if I get in touch with you this afternoon , email me. “
Watch for several clients (in addition to your own life, of course) means that there will always be available to talk with them; and that we understand. Most customers understand that you can not be available 24 hours a day, 7 days a week. However, availability communicate your absences and you can guarantee your customers that you are not avoiding that, actually, you want to address your concerns.
Communicates any long vacation to your customers with some weeks in advance, and commensurate with a contact who can solve any emergency. If a customer contacts you when you’re not available, do not postpone returning the call for a long time, as this may give the impression that you are not fully committed to your company. Tracks, explain that you are busy and inform him about some times when you will be vacated to communicate with you. Customers will appreciate your honesty and feel cared for , even when you’re away from the office.
Instead of saying: “We can not do that.”
Say the following: “This is not within the capabilities of our current contract, but if it’s something you want to consider as a future project, we will be happy to help.”
Often, customers demand the most of their contracts to get the most value from your agency, so you should set expectations respectful and firm on the purpose of your contract. When a client makes a request that is outside the scope of his contract instead of rejecting it , make it into an opportunity to generate a new project. Always avoid communications that appear to be a barrier. Although the answer is “no” firm offers customers an alternative solution that benefits everyone.
Instead of saying, “Are you sure that’s what you want?”.
I say the following: “ I just want to confirm these changes with you and offer some additional suggestions on how we might achieve their goals.”
Imagine you’ve spent the last three days designing a minimalist and clear graphics, but the client responds that he wants you to edit all text to have a size of 72 points, is dark pink and the font is Comic Sans. Offends your sense of instinct designer and respond immediately with a message of disbelief, like “are you sure that’s what you want?”.
Directly challenge the decision of a customer may give an impression of superiority, and could make feel that they ‘ll appreciate your perspective (even if this view is dark pink and is in Comic Sans). Everyone wants to feel that their opinion is taken into account, so it’s important to avoid offending your client immediately rejecting any ideas you have for a project.
Horrify rather than what you think is an absurd suggestion, try to step back and make sure you work with your client to achieve the same goals. The client hired you because you’re an expert in what you do, so if you think a project going in the wrong direction, your responsibility is to suggest alternatives and identify ways in which to commit to achieve their goals. If his suggestions seem out of place, maybe it’s a warning that you must reconnect with the customer and re-evaluate where the project is heading.
Instead of saying: ” I do not understand what you want me to do, could clearing that ?”.
Say the following: “I understand that we need to reevaluate our keywords for this publication, right?”.
One of the best qualities of a good listener is to clarify any detail to make sure you understand the correct information. After a long conversation by phone or email with a client, it is easy to think that are not fully coordinated all aspects or possibly has not escaped you an important detail.
Instead of just saying you do not understand something, try to rephrase what you understood by focusing on conversation and asks the customer if this information is correct. Clarify these details will ensure that you understand perfectly what the client will try to communicate and confirm whether there is harmony between the two.
Fear not go into details because it is the responsibility of your agency make the right questions and make the project moving forward in the right direction. Is the customer just wants to change something in a project that you gave? Maybe they need to make a major change to the overall picture?
Never fail to confirm the final objectives and how success will be measured. If the goals start to change during the course of a project, write down new goals and send teams of both companies to keep everyone informed.