Back to the Fundamentals – Communicating with Customers

Communication is a fundamental part of business that is often overlooked. It doesn't matter how unique, or amazing your product or service is, if you don't have the skills to properly relay the facts to the public. You're the voice of your company, and what you say, and how you say it are essential to not just closing a deal with a potential customer, but also in retaining them as a long-term client. Here are some things to always remember when dealing with the public:

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  • GIVE THEM YOUR UNDIVIDED ATTENTION This might seem rather obvious, but it is always worth mentioning. Unless your product is truly one of a kind, customers have a choice in who they work with. If they're not getting the attention they feel they deserve from you, they'll go elsewhere.
  • RETURN EMAILS AND PHONE CALLS WITHIN 24 HOURS More than likely, the people calling you are also shopping around and calling your competitors. By responding to quickly, you are more likely to get their business. If you don't, someone else will.
  • CONSISTENCY IS KEY One thing that small companies have, that some larger ones struggle with, is consistency. Not with the product, but with the people. Knowing that they will work with the same employee every time they call, gives the client a sense of security. That is a small thing that goes a long way in creating lasting customer relationships.
  • DON'T MAKE PROMISES Unless you are 100% sure you can deliver on a promise, don't make it. If you give a customer an estimate or timeline that you know is unrealistic, you are putting a strain on that relationship, and they will be less likely to return to you in the future.

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