Email is a convenient and efficient way to communicate with clients, but not everyone likes to use it. Some clients may prefer other channels, such as phone calls, text messages, video calls, or even snail mail. How can you communicate with clients who prefer to avoid email and still maintain a professional and productive relationship? Here are some tips to help you.
The first step is to ask your clients how they like to communicate and what their expectations are. Do they want regular updates, feedback, reminders, or confirmations? Do they have a preferred time of day or frequency for communication? Do they have any special needs or preferences, such as accessibility, language, or tone? By finding out their preferred method, you can tailor your communication style and strategy to suit them and avoid misunderstandings or frustration.
For clients who prefer to avoid email, I adapt my communication approach to meet their preferences. Firstly, I inquire about their preferred communication methods, whether it's phone calls, video conferencing, or in-person meetings. I ensure to respect their choice and establish regular touchpoints through their preferred channels. Utilizing phone calls or video meetings allows for more immediate and personal interactions, fostering rapport and understanding. Additionally, I leverage messaging platforms or collaborative tools if suitable, providing a convenient and efficient way to stay connected and address any questions or concerns promptly.
In my experience finding out the clients preferred mode of communication should be one of the first things you do once you have started a back and forth communication. Asking how they would like to communicate with you shows that you care about their needs right off the bat.
Depending on the method your clients prefer, you may need to use different tools to communicate with them. For example, if they like phone calls, you may need a reliable phone service, a headset, a voice recorder, or a transcription app. If they like text messages, you may need a messaging app, a keyboard, or an emoji keyboard. If they like video calls, you may need a webcam, a microphone, a video conferencing app, or a screen sharing app. If they like snail mail, you may need a printer, envelopes, stamps, or a courier service. Make sure you have the right tools and know how to use them effectively and securely.
I had a prospect recently that was very interested in talking with my team but was on a tour of his companies facilities and was on the road. Once I established that he was traveling, I asked if it would be ok if texted him and let him know that he could reply when he was free. He let me know that he appreciated the fact that I asked and we were able to set a meeting when he was back in his office. He was able to get his stakeholders and key decision makers on the meeting and we are in negotiations now and most likely to win their business.
Whatever method you use to communicate with your clients, you need to be clear and concise . Avoid jargon, slang, or abbreviations that may confuse or offend them. Use simple and direct language that conveys your message and your tone. Provide relevant and accurate information and avoid unnecessary details or repetition. Use headings, bullet points, or numbers to organize your communication and make it easy to follow. Use visuals, such as images, graphs, or charts, to illustrate your points and enhance your communication.
After you communicate with your clients, you need to follow up and confirm that they received and understood your communication. You can do this by asking them to reply, acknowledge, or confirm your message. You can also summarize the main points, action items, or next steps of your communication and ask them to verify or clarify them. You can also send them a follow-up email, text message, or letter with a copy of your communication and any attachments or links. This way, you can ensure that nothing is missed or misunderstood and that you are on the same page with your clients.
Following up on any form of communication should be table stakes. If you had a phone call, email or text you should always reply and reiterate what you spoke about and confirm next steps. If next steps should be setting a meeting, include an agenda for the meeting and ask the client if they agree with the agenda or if there is anything not listed that they would like to cover.
Finally, you need to respect your clients' boundaries and preferences when you communicate with them. Don't call them at odd hours, bombard them with messages, or pressure them to respond immediately. Don't use informal or casual language, emojis, or gifs if they prefer a more formal or professional tone. Don't share personal or sensitive information, opinions, or jokes that may be inappropriate or irrelevant. Don't assume that they are comfortable with video calls, voice messages, or attachments if they haven't agreed to them. Respect their time, privacy, and comfort level and communicate with them in a way that builds trust and rapport.