Communication is the key to relationships, business relationships included. When exchanging messages with customers, potential clients and other stakeholders, follow this advice to make the best impression possible.
Online
While online communication used to be the exception, it is now the norm, so managing your online presence and reputation must be a priority. Your company should maintain a positive, active presence on at least three platforms—one photo site, one text site and one video site. In fact, having your own video channel can be a brilliant strategy for firms that can demonstrate their products and services, offer advice or educate the public and potential clients. Posts on all sites should drive followers to your firm’s website, so be sure it is a well-designed professional representation of you. Monitor all mentions of your business, especially those on rating and ranking sites. Address all the comments you can, thanking customers for positive feedback and mitigating the negative with offers of rectification or at least explanation.
On the Phone
Err on the side of formality but be friendly. Smile as you speak. The cheerfulness is apparent on the other side of the line—even though listeners cannot see the smile they can sense the warmth behind it. Enunciate as best you can and listen careful especially if the speaker has an accent. Few things become more tiresome than constantly needing things repeated. When you can’t answer the phone, have an answering service rather than a voice mailbox. This allows clients and potential clients to connect with a person on the first try, which is much more personal than hearing an outgoing message or a lengthy automated menu. Be reachable by text; for many younger customers text is the preferred method of phone communication.
In Person
Choose a meeting place that lends itself to a productive meeting. Coffee shops are suitable because of their convenient locations and comfortable setting; plus if the meeting runs late, you can grab refreshments right on site. Be professional in dress and manner, offering a firm handshake upon greeting. Smile—people tend to respond well to positivity—and make eye contact. Listen carefully to what others say and avoid interrupting them. If you have a thought you’d like to share, make a quick note and circle back when the other party is done speaking. Be aware of your body language—good posture communicates confidence—and observe that of others. In a one-on-one meeting, put the client at ease by mirroring their movements. In larger meetings, mirror the leader or lean forward to show interest and compatibility.
