Communication is a crucial aspect of any business relationship. I often see questions about the best messaging apps or how to manage client communications. The bottom line is that while you may have a say in it, it’s actually not your decision.
As a VA, I understand it’s crucial to know how clients prefer to communicate, including the frequency and type of information they need. This helps build a better relationship with them and ensures their expectations are met. Although it can be challenging to keep up with multiple communication tools like Teams, WhatsApp, Slack, Email, Skype, etc., it’s my responsibility to adapt to clients’ preferences. Effective communication is not just about exchanging information, but also about understanding the emotions and intentions behind it.
But what can you do to help build a strong rapport that allows you both to have a great working relationship?
Active listening and effective questioning are crucial to comprehend clients’ needs, both explicitly and implicitly. Always ask open-ended questions to clarify their requirements and anticipate future requests. This approach helps in providing exceptional service and building long-lasting relationships with clients.
Effective communication is crucial for building successful business relationships, regardless of your field. It’s important to avoid jargon, acronyms, and other industry-specific terms that could confuse someone unfamiliar with them. Always proofread your emails and messages, and consider using a tool like Grammarly to ensure your writing is clear and concise.
A good rule of thumb is to use the Minute-taking technique to make sure that an outsider would understand your message and data. If your communication is easy for someone not involved in your work to understand, you can be confident that it’s well-explained and clear.
Technology can be a valuable asset, but it can also create confusion. It’s essential to research and select the best communication tools and software that meet your specific requirements. For instance, if a client prefers typing, you can use Slack, Teams, or WhatsApp. On the other hand, if they prefer sending video messages, Vimeo or Loom could be the right choice. The technology you use should be supportive and help you communicate.
Talk to your client about their preferred method of handling tasks. Do they like sending lists or ticking things off? You can use project or task management software like Click Up, Asana, or Trello to streamline communication and maintain transparency, time tracking and deadlines
Seeking and acting on feedback is essential for growth. Ask clients for feedback on their communication and service delivery. This not only shows that you value the client’s opinion, but also provides valuable information for continuous improvement. Being adaptable in communication style to suit different clients is also crucial – some may prefer detailed reports, while others favour quick bullet-point updates.
Building rapport is more than just following the standard practices of professional interaction. It involves displaying genuine interest and empathy during client discussions and understanding their business and personal challenges where relevant. This helps in creating a more collaborative and trusting working connection.
However, it is important to maintain a balance and ensure that the professionalism of the relationship is not compromised. Naturally, some clients will become your friends while others may not. However, building a strong relationship with your clients will allow you to discuss business aspects like price increases, professional disagreements, etc. without worrying about offending the other person.
Improving client communication is a continuous process that requires constant attention and adaptation. By focusing on some key areas, you can improve your client relationships, leading to more successful outcomes and increased business growth.
When initially with clients, I make it clear that I can be a little blunt at times, and may question why things are done a certain way if I think there is a better way. My goal is to simplify and streamline the process for both the client and myself. Establishing a transparent and open relationship with your clients can help you have constructive and, sometimes, uncomfortable discussions and build a stronger, long-term partnership.
