Communication is a big part of providing a service, no matter the type of industry. When customers understand the communication, service providers are seen as efficient, timely, and valuable to the work. Getting to this point is a bit trial and error. Sometimes it’s a step forward, only to get pushed back. Sometimes it’s explaining things like you’re talking to a five-year-old child who keeps asking “Why?”
What happens when the client is confused? Overwhelmed? Shut off? Will more explanation be the answer? Maybe. We remember that the client likely won’t know any of our industry jargon or acronyms. We use common terms for better understanding.
When explaining terms and service protocols to a client, we are aware that a snarky attitude doesn’t belong in the conversation. People in general appreciate the information when it is factual and the giver doesn’t belittle the receiver. As the service provider, we let the customer know they are able to contact us with any further questions about the service protocols. The client processes information a few sound bites at a time, so we try not make the conversation overwhelming.
We care deeply about great relationships, which will add volume to the company in terms of referrals, reviews, and revenue. More importantly, we want customers to feel content when they can trust us as educated providers to offer a combined value of services, cost effectiveness, efficiency, timeliness, and lack of attitude.
If you are tired of being “just an account number”, give us a call. 785-914-3684