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Writing To Your Customers
When you’re running a small business, most communication with your customers will likely be passing through you. Even when you’re growing enough to be able to afford a couple of employees in tow, writing personal letters should endear you more to your customers, potentially leading to more repeat business over time. While sound grammar and an impressive vocabulary are always requirements when trying to make a good impression, dealing with customers demand a little bit more from you than just using a competent English writing software to fix those things up.
Bad Communication
The worst thing you can do is sound patronizing. Taking a condescending tone, whether on requests that you deem inane or complaints you consider banal, is never a good way to handle things. When it comes to customer communication, the disdain always has a way of showing through.
Good Communication
Instead of taking to customer communication like a superficial task you’d rather not be doing, it always pays to take their concerns seriously. Be understanding of your customers’ needs and treat every written discourse like it’s the most important thing in the world – the earnest intention will show through.
The Rules
There are a few other things you need to look out for when dealing with clients and they’re central to any attempt at customer service. When writing your emails, quotes or proposals always follow these three guidelines:
Keep It Simple. With miscommunication being one of the central causes of rifts between a business and its customers, making sure you’re clearly understood is crucial. Keep the communication simple and avoid any untoward mistakes.
Be Courteous. When dealing with customers, you’re thrust in a position of serving their needs. As such, be courteous and polite, showing them the respect that they deserve.
Demonstrate Control. No one wants to deal with a business that has more questions than answers. If we did, we’d all be throwing projects in the way of upstart companies with nothing to show in the way of track record and accomplishments. As such, you’ll need to show some form of authority over your subject – that’s what they count on you for.
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