When working with multiple clients, it’s important to learn what is the most effective form of communication for that client. More often than not it will vary from person to person and not firm to firm. There will be some global technologies that a firm uses and are important to know and understand early in a client/partner relationship, particularly if you are working on building a website or designing an electronic annual report. But at the end of the day people just like to be asked – “What is the best way for me to communicate with you?”
What may feel like a great relationship to you, with open lines communication, may feel like “I really don’t understand a word your saying” to your client. And, with so many forms of communication to choose from these days it’s hard to know what works best and what doesn’t. For example we have a number of clients that have told us they are visual learners — not surprising when more that 90% of the population learns and understands new information best by non-written communications.
Effective communication is at the heart of any good business relationship. Your clients want to feel like you understand them and that they understand you and that you value what they have to say. So here are six quick tips on how to improve your client relationships just by learning how to speak the same language:
- Pop The Question! As soon as you’ve started working with a client ask them what’s the best way to communicate with them; via e-mail, phone calls at the office, cell phone, instant message, video chat or in-person? Ask them to rank them from favorite to least favorite and ask them if it’s better to put all billing or contract questions in writing, so that any misunderstanding can be easily addressed should any dispute arise at a later date.
- Keep Everyone Informed. Clients love information. Their leadership lives for progress reports. The better you keep them informed as to what you are doing and what you expect of them, the better the lines of communication will be throughout the relationship. You should try to send a weekly written report, even if they have told you they prefer phone calls, just so you have a regular record of what was asked of someone and when it was asked. Keep it simple but encourage them to ask you questions as well. Also use this time to make sure everyone is keeping his or her eyes on the timeline and the bottom line.
- Get Your Boss to Pick Up the 100-Pound Phone. Check in every once in a while to see how are things going. Is everyone getting you everything you need? People like to hear from leadership, and like to know that the companies leadership values them as a client. Also, if there are any issues, a client is more likely to tell someone that they don’t work with day-to-day than they would their primary contact. Don’t take it personally, sometimes people just have different communication styles that will never mix well, but it’s better to learn that early and make a change than have everyone struggle through quietly resenting each other.
- Mirror and Match. If you go to a client’s office in a suit and see everyone there in a shirt-and tie, you may want to consider taking your jacket off. When clients tell you something that is important to them, repeat it back to them so that they know you heard them — you can’t believe how many brownie points this will win you!
- Go Fishing. It is important to learn what types of operating systems they have including web browsers, word processing software, design software (if any), and what their level of experience and comfort is with their technology. Whatever you do, don’t underestimate a client’s knowledge. There are a lot of tech savvy marketing and IT professionals out there.
- Get Real. Be yourself, be patient and be honest. When you make a mistake (and you will) admit early and quickly, apologize and have a solution as to how you can fix the error. Also, never talk down to a client — the worst thing you can do is talk negatively about someone on the team. I used to work for someone that loved feeling superior to everyone and always talked down to clients all the time. Why? Because that person felt lawyers used legal jargon to make people feel inferior and elevate themselves to an “expert” level. In reality all it did was turn people off to that person, who struggled to get return business.
Everyone has a different communication style and to be successful you would be well served to learn your client’s communications style so they feel comfortable working and interacting with you and your team. After all, the goal is not just to do one job for a client and send them on their merry way, the hallmark of a great service agency is one that has lasting relationships — keeping clients coming back for your superior work product, fresh ideas and great communication.
