A Primer Communicating with Your Customers
Talking with your customers doesn't need to be difficult. To make the most of your message apply these practices your marketing and customer service.
Communication is one of the most fundamental parts of running a business. The method in which you communicate sets the tone for your entire business. We will share some suggestions that are simple and can be applied to all communications with customers. Remember at the center of all of this is clear, concise and honest communication.
THE DO'S OF COMMUNICATION
Remember the golden rule, treat others as you want to be treated. Cliche, but true. There is a balance here. You should consider the golden rule and still be clear on your terms, condition and rules.
TONALITY: Your voice will vary depending on your brand and business. I would however advise to always maintain a kind tone, that is nurturing. Embrace misunderstanding and work quickly and effective to to get to a place of understanding. Don't point out your customer as wrong, instead identify the point of confusion and work towards a solution.
FLEXIBILITY: The last piece of advice provides another big 'do' for communication. It isn't a weakness to be flexible with your customers, even when they make the mistake. Sometimes by offering a solution or being willing to 'break your own rules' your customers will be loyal and more lax with their requests.
CLARITY VS AMBIGUITY: You need to be as clear as possible in your communications. Provide explicit details, clear photographs, and direct links where applicable. This is all about setting proper expectations with your customers. The more they understand your offering and solutions, the more likely they are to have great customer service.
THE DON'TS OF COMMUNICATION
There are a number of things that relate to tonality, flexibility, and ambiguity that you should clearly avoid:
TONALITY: You don't want to be rude or offensive, ever. Avoid 'no' and 'unfortunately' and other negative words. Also never tell a customer 'you're wrong.'
FLEXIBILITY: While we should be flexible in offering solutions, we don't want to get overly complicated. Keep it simple.
CLARITY AND AMBIGUITY: Being ambiguous in your communication will confuse the customer or set bad expectation. This leads to poor customer experience and a tarnished brand. Avoid vague terms. And avoid side stepping sticky situations because you don't want to disappoint your customers. Your customers are bound to better understand you if you are sincere.
The real lesson here is communications don't need to be an overtly difficult task. Most of this is common sense principles. Always remember that your customers are your business! Take care of them.