Steps to improving your client communication

How you communicate is key to a long, successful career. In your strata management role, you must communicate effectively not only with your co-workers and management to keep the messaging consistent, but with trades, building managers and clients directly to ensure everything runs smoothly.

If you feel your communication techniques could be improved with your clients, follow our 8 steps to get you on the right track.

1. Always prioritise quality

In order to gain a comprehensive understanding of a client's goals and values, ask plenty of questions when you are first introduced to them. As a result of this knowledge, you are in a position to provide targeted communication that addresses their concerns and needs in a meaningful manner.

2. Build a human connection

There is no rule that says you can't be both casual and professional at the same time. Try to remind clients that they're dealing with a real person and that you're both individuals trying to solve a problem.

Building a relationship with your clients is easier if you connect with them personally. Understanding who you are working with helps you put yourself in their shoes and empathize with them. Clients will feel appreciated and understood the more you connect with them.

3. Become an active listener

Make sure your clients know they are being heard. While actively listening, you should remain attentive to what the speaker is saying. After the client has finished speaking, repeat the key points that he or she has made and ask follow-up questions to ensure that you fully comprehend what they have said. If the client has requested that certain tasks be completed, you can go a step further by proving a realistic timeframe of when the task can be completed. Eg. "I can get that quote over to you in the next 30 minutes for you to consider."

4. Make sure your company's brand is leveraged

In today's day and age, most companies have their own values, style and unique voice. Take advantage of it! Make sure you know your company's values and style and use them when communicating with your clients. If your company is centred on trust and dependability, make sure to use words like "consistent" and "reliable" in your communication.

5. Know which communication channels to use and when to change them

Technology unlocks new ways of communicating, but traditional avenues are still a top option not to ignore. Learn how your clients like to communicate. Do they tend to pick up the phone and call or do you get emails more from them? It's okay to send an email to someone who may or may not check their emails if you have some general information that needs to be sent out, but if the client needs to know about an urgent matter, an email is not the best choice if that's not their preferred method of communication. Successful communication is only achieved when both parties receive and understand the message.

6. Be considerate of the client's time

Don't let your client feel that you are wasting their time. Be punctual for meetings, answer client calls right away rather than calling them back, and respond to emails as soon as possible. In the event that a client emails you with a question, it is important that you respond promptly. Even an acknowledgement that you have seen an email can be reassuring if you are unable to respond fully to it at that moment.

7. Be transparent

The importance of transparency in client communication cannot be overstated. Being clear and honest throughout your relationship with your client will make it easier for you to build and maintain their trust. You should always be straightforward with your clients, regardless of whether the news is good or bad. Trust begins to break down when your client feels as if they do not know what is happening. In the event that some work has been delayed, communicate this to the client in a transparent manner.

8. Ensure prompt follow-up

Last but not least, it is critical to keep the communication line open with clients. If you discussed unfinished tasks over the phone, send them an email thanking them for their time and outlining what needs to be accomplished. In the event that there are no tasks outstanding, a simple email or text thanking them for their time and a reminder of when they can expect to hear from you again will go a long way.

For more ways to improve your client communication, contact the team at Ripple Effect Recruitment.