4 Best Ways to Maintain Communication with a Current Client

by | Feb 17, 2017 | Lead Generation, Sales

4 Best Ways to Maintain Communication with a Current Client

Have you ever played broken telephone? It’s a game in which a message is passed on, in a whisper, by each of several people, and finally spoken aloud by the last person. Those who play the game tend to find that the final version is often radically different to the original message.

Although this article is not about the broken telephone game, it demonstrates the importance of effective communication. Why does the message get distorted when passed on to another person?

The short answer is because people listen to and digest information in different ways. Factors like language, cultural differences and setting all affect how effective our communication is with other people.

When it comes down to sales, we must foster good communication habits that are tailored to each of our clients. For example, a seventy-year-old man will prefer a phone call over an email because he is ‘old school”, and similarly, a millennial will prefer a tweet, WhatsApp or email message.

Different Forms of Client Communication and When to Use It

“The best way to reduce communication faux pas is to discuss the preferred method of communication with each client at the beginning of the relationship.”

The main forms of communication with clients are:

Email

Cost-effective, targeted and accessible.

The great thing about email is it respects the client’s time. The client may read the email when he/she is available and it eliminates the ‘annoying’ feeling they experience when you call them at the wrong time.

Use email especially for clients who don’t have a lot of time to have discussions with you. It also helps to keep a track record of communication with clients. Email is also good when sending a message to a large group of people.

Don’t get spammy. Put the most important content in the first paragraph and make sure the email subject is clear.

Another tip is to align your email language to your client’s style. Conversational style emails always work best because people want to feel like they’re speaking to a real person, not a robot.

Phone

“Most South African internet users (81,6%) have smartphones, with over 80% using their smartphones to access the internet.” – Effective Measure Survey

The phone is still by far the most preferred method of communication for most because it provides real-time information to both the client and company. It works best when one needs to iron out the details and discuss projects. It also works well as a follow-up communication tool.

An IT service provider that specialises in VoIP desk phones said, “We use email to keep a recorded history of client requests, but all of our client follow-up and engagement is done by phone.”

Telephonic conversations also show the client that you see client service as an important factor in your business and you’re always available to discuss their concerns.

Word of caution; save SMS for times when a simple response is required.

Skype or Other Video Calls

At times, you can send an email and call the client, but they still feel disconnected to you. Hence, we suggest a weekly video call with clients who are tech savvy. As your client base increases, assign account managers to conduct these video calls. It adds a human element that email and phone calls cannot reach.

Video calls are also great for conference meetings and proposal meetings, especially when you are meeting with people across multiple locations.

Use Skype when connecting to international clients as the service is free.

Slack

Slack is a perfect messaging app to stay connected to clients on the go. Use this app for extremely difficult clients so that they may have the peace of mind knowing that you’re only a slack message away.

Great features of this platform:

  • Create groups to discuss, collaborate and share
  • See who is online in real time
  • Send files to an individual or a group
  • Use the app via desktop or mobile
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