Whether you’re in sales, marketing, or customer service for an MSP business, communicating effectively with customers and co-workers is a must. Good communication skills build rapport, create long-term relationships, and effectively handle complaints. With the emergence of social media, smart devices, and other electronic communications, it’s more important than ever to be able to communicate professionally both in person and on social platforms.
Here are a few business communication tips to give you confidence when contacting co-workers, competitors, and customers in both the digital and real world:
Before sending any emails or newsletters, or posting to your MSP business website, social media, or blog, proofread your content. Nothing looks more unprofessional than spelling and grammar errors. If you want your customers to see the value of your business, then provide them with stellar, professional information.
Creating informative posts and answering comments quickly establishes your business authority and brand. Be interactive, engaging in social media conversations, speaking directly to customers on a regular basis.
Get to The Point
Keep your emails and other business communications short and concise. Get to the point right away, avoiding fluff and superfluous wording. Say what you mean in simple, positive language, avoiding jargon or slang.
Turn Off Your Cell Phone
If you’re talking to a customer face-to-face or attending a team business meeting, set your cell phone on silent and put it down. When you’re engaged in a conversation with someone, it’s impolite to be texting or emailing someone else.
Effective communication involves listening. Show genuine interest in what your customers or colleagues have to say. Listen to their problems and understand their concerns before offering a solution. Pay attention and keep a mental checklist of the points presented to you, so you can reply in an informed way. Asking questions shows that you were listening and gives you more information about the problem.
If your customers misunderstood something about your business dealings, contact them right away to resolve the situation. This will prevent resentment that could lead to unsatisfied customers and loss of business. Handling the situation immediately with a positive attitude and open mind will help resolve the situation.
Calling someone by name adds a personal touch and helps you remember each person’s name when meeting them for the first time. This is especially important when talking to customers. They want to feel that their concerns are important to you, and calling them by name gives that impression.
Texting is great for casual communications but it’s not appropriate for business dealings. Even in this digital world, it’s better to make a phone call to customers that need assistance. If you only communicate through digital platforms, your customers won’t be able to relate to you in a personalized way. Creating a balance between electronic communication and face-to-face conversations is crucial for customer retention.
Use Web Conferencing
If you’re physically unable to meet with concerned customers, consider using web conferencing, Skype or video chat to stay in touch. These digital tools help build personal relationships with customers in the same way as real-life conversations. You can see their reactions and body language, which makes it easier to communicate clearly, avoiding misunderstandings that often happen with written communications.
With advancements in digital media and technology, businesses have adapted to communicating in the virtual and real worlds. Build your communication skills for positive, interpersonal communication with other people, as well as digital communication on social media. Use your skills on all platforms for building strong customer relationships for your MSP business. Digital age communication involves a lot more than just talking and listening.