The Importance of Customer Communication

Regardless of the type of relationship—personal, professional, or even acquaintance—communication is key. Communication is particularly necessary when it comes to customers and building a successful business. It’s even more important this year since many businesses have gone through so many changes. This article will help you achieve better customer communication.

Are You Communicating Properly?

Effective communication helps to ensure your product or service meets the customer’s needs and satisfaction. By meeting these needs and satisfaction, you are potentially generating repeat business. Start by figuring out what your customers are thinking and what questions they might have about your business.

Congratulate yourself if you’ve sent emails or posted notices on your website that answer the following questions:

1. Have your hours changed?
2. Has your location changed?
3. Can you handle drop-in service?
   1. If so, is there a protocol? For example, do customers call a number when they get to your locked door? Will you be taking their temperature? Is a mask required?
4. Is your business by appointment only?
   1. Then, how do customers make an appointment?
   2. Do you require a covid-19 test before an appointment can be made?
5. Are there special accommodations for at-risk groups?
6. Has your contact information changed? With people working at home, phone numbers may have changed.
7. Have your services changed?
8. Do you deliver?
9. Do you offer curbside pick-up?

And this is just pandemic-related. You may have launched new products or services, changed prices, added staff, and implemented many more actions that customers should know about.

Tips on Effective Communicating

Here are some foundational reminders about communicating in business.

Connection

Communication starts with a connection. To give the customer what they want, you have to connect with them. If you can connect on a personal level, even better. Regardless, you need to convey to the customers that they—as well as their wants and needs—are important.

Listen

Listen to your customer—and listen well. Depending on the customer’s communication, you may have to ask very specific questions to better understand what they want or need. However, intently listening to your customers will allow you to form a better relationship with them.

Not only that, but you can get some great ideas for how to improve or create new products and services so that you fulfill even more of your customers’ wants and needs.

Understand

Now that you’re connecting and listening to you customer, make sure you understand them. If you don’t understand what they’re saying, ask them to clarify. This isn’t a guessing game, but a two-sided relationship. To give the customer what they want or need, you must understand what it is they are asking for.

Transparency

Be completely transparent with your customer. You cannot earn a customer’s trust or loyalty—or repeat business—if you aren’t one hundred percent honest with them. Tell the customer exactly what you can do for them; don’t promise something you can’t deliver.

Deliver

Make sure you can—and do—deliver exactly what your customer is expecting from you. If you promise to deliver something, whether it’s a service, product, or result, then you need to keep your word. In doing so, you will be laying the brickwork for a successful, long-term relationship.

Communication is one of—if not—the most important skill to have when it comes to connecting with your customers. After all, happy customers will come back.