Whether in normal everyday situations or cases of conflicts, most business owners would agree that prioritising customer satisfaction is important. It is necessary to create an environment where customers feel valued and respected. Communication is a key aspect to achieving this.
How do we navigate communicating with clients or potential clients?
- Listen actively: Pay attention to verbal and non-verbal cues. This will help you tailor your responses and show them that you have genuine interest in them.
- Understand your client’s communication preference: Email, phone calls, video conferences, or even instant messaging—each has its place. Adapt your communication medium to suit the client’s preferences and the nature of the discussion.
- Be clear and timely: Communicate expectations clearly, and how you may address potential challenges. Also, avoid technical language that your clients might not understand. Timeliness is a crucial aspect of client communication. Respond to emails, calls, and messages promptly.
- Be proactive about conflict resolution: Imagine a project gets delayed by an avoidable mistake, and your client gets understandably angry. This should be the point to carefully redirect the conversation toward the impact. Acknowledge the client’s feelings, focus on solutions, and keep the bigger picture in mind.
Remember Sun Tzu’s wisdom: “If you know the enemy and know yourself, you need not fear the result of a hundred battles. if you know yourself but not the enemy, for every victory gained, you will also suffer a defeat. If you know neither the enemy nor yourself, you will succumb in every battle”. The baseline? Know your client and know yourself.