The crucial role of communication can never be denied in serviced-based businesses. From education to health care, hospitality, accounting, customer service, and even in online aspects, communication is deemed crucial to effectively foster mutual trust with clients. However important, it is also the most taken for granted. Service providers, no matter how busy, must always find a way to keep clients informed and their satisfaction level high. They need to know that something is being done and that progress is being made—which can only be realized by giving no-nonsense consistent communication.
Often, service businesses are reactive rather than proactive. This is where issues easily fall through the cracks. The idea should be to constantly and consistently keep clients informed. To do that, here are some handy tips:
1. Set expectations clearly at the onset. From the start of the business relationship, carefully and clearly discuss the manner of communication, updates and feedback system, channels and platforms to use, and so on. Strategies and goals must be clearly presented along with the communication system in place. Allow them to present their preferred communication style, but make sure also to present your own system. The key is to find a common ground where both of you can meet regularly.
2. Make good use of all communication channels—and set proper schedule. Communicate clearly communication channels like email, phone, social media pages, or messaging system to be used. Set an appropriate schedule like 24-hour reply or feedback. Emergency communication platforms must also be in place to ensure that everything is covered. Be very clear and specific on this. Take note that mobile gadgets are heavily being used these days, but clients must know that it is highly irregular to do midnight calls or that you cannot reply to email messages sent during wee hours.
3. Do not be afraid to set boundaries. As important as opening communication line between you and your clients, certain limits must also be imposed. This will help prevent any issues of indifference or communication gaps. See to it that clients understand when or where you are not available. As mentioned, setting a reasonable timeframe for replies or feedback must be clearly discussed. Unless your services are 24/7, your clients should not expect you to run to their every beck and call.
4. Always keep clients informed. When handling projects, it is imperative to always keep them updated on the progress. Many business today make use of project management tools like Trello allow them to check on certain aspects of the project from time to time. Dropbox and Google Docs are also excellent programs for sharing information and constant updates. Most importantly, try to consider at least weekly face-to-face discussion either personally done or via video-messaging system to answer any additional queries.
Never underestimate the power of communication. As a service-based company, it must be placed on one of the topmost aspects of your priorities. Delivering quality work is one way to deliver your brand. But consistent communication will be the very aspect that enforces security and trust.
