- Listen to the clients
Sometimes, clients just need to know that you’re listening to them. If they’re confused or have a problem, Show that we are listening and understand them.
- Apologize
When something goes wrong, apologize. It’s amazing how calming the words “I’m sorry” can be. Don’t engage in fault-finding or laying blame. Deal with the problem immediately and let the client know what you have done.
- Identify and Anticipate Needs
Most client needs are emotional rather than logical. The more you know your clients, the better you become at anticipating their needs. Communicate regularly, so that you’re aware of problems or upcoming needs.
- Suggest Solutions
Have a menu of calming remedies which you can use. By agreeing in advance the scenarios where you will provide these remedies, and how much you’re willing to spend, you will be able to speak calmer and more confidently when offering the solution.
- Appreciate the Power of “Yes”
Always look for ways to help your clients. When they have a request (as long as it is reasonable) tell them that you can do it. Figure out how afterwards. Always do what you say you’re going to do.
- Acknowledge Your Limits
Yes is a powerful word but if you’re unable to meet a request: know your limits. You can’t be everything to everyone. If you don’t think you can fulfil the request, help them find an alternative way.
- Give Feedback & Responsive
Feedback is a great way to communicate. Try to always give feedback and responsive. whether it’s a follow up email or phone call, a suggestions box or something more fun and innovative.
