Keeping the personal touch in your business communications – Part 1

In today’s digital world, it’s all too easy to lose the personal touch when talking to clients. Yes, it’s quick and easy to fire off a text, email or instant chat message – but are any of these really the best way to communicate? In this two-part article, we’ll look at why you shouldn’t rely solely on technology to stay in touch, and explain how making a few changes could revolutionise your communications – and your relationships – with your clients.


It’s all about making people feel valued…

When you’re speaking to clients, especially new prospects, you want them to know that you’re keen to gain and retain their business. So why not tell them that in person? A one to one phone conversation, or a face to face meeting, is much more likely to win the day than a generic email blast that’s obviously been sent out to hundreds of people. Put the shoe on the other foot for a moment and think about how you’d like to be sold to – it’s a no-brainer!


…maximising your sales opportunities

Leading on from the above, putting the personal touch into your business communications gives you a golden chance to make the most of each and every sales lead. The client can ask you questions about your products and services, enabling you to explain the features and benefits in detail, and tailor them to the client’s specific needs.


If they’re looking for reassurance that you’re a reputable supplier, you can also discuss your credentials and even provide contact details for existing clients who can give you a glowing review. And last but not least, you have the opportunity to upsell from your original offer and increase the value of the sale – not something that’s likely to result from an email!


…and keeping your wires uncrossed

How many times have you read a text, email or instant chat and not really understood what the sender was trying to say? Worse still, you may have been unfortunate enough to receive a message that you perceived as downright rude…but that wasn’t meant to come across that way.


This is probably the biggest problem of all with digital communications. Your messages can very easily be lost in translation, alienating your clients and putting up barriers when your intention was to build rapport. And even if your communications read beautifully, there’s still a danger that your target audience won’t fully understand the product or service that you’re offering, and/or why it’s relevant to them. Delete!


In short, all the above is a lot less likely to happen if you simply pick up the phone and talk to your clients in person. It really is so much easier to communicate what you and your business are all about, and explain how you can work together to your mutual benefit. You’ll know that your clients have received the right messages about your business, and have the chance to gauge whether or not they’re interested.


Coming up in Part 2: making the most of your phone communications with clients.

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