Creating a Communication Plan

Excellent communication (not good or okay, but GREAT) is vitally important in your business relationships, even more so when your mode of doing business is entirely virtual.

How well you communicate with prospects and clients directly impacts the trust and confidence you instill in them.

One aspect of beyond-excellent communication is consistently following through in your responses to emails and voicemails.

To be clear, I’m not talking about the occasional message or response that falls through the cracks; that happens to the best of us.

What I’m talking about is establishing consciously-devised standards and policies for handling communication your business.

This includes being in the habit of making sure those who correspond with you by email know that their message was received.

There is nothing more frustrating than sending someone a message and hearing nothing but crickets in response.

If you’ve ever been on the receiving end, you know what I’m talking about.

You’re left wondering whether the recipient is taking whatever action might have been required, or if they even got the message at all.

This kind of poor communication is not only an instant trust-killer, it creates extra work for the folks trying to correspond and work with you.

It doesn’t put you in a good light and definitely doesn’t engender any confidence in your professional abilities.

Don’t do that to your clients and customers — or yourself, for that matter.

Here’s a quick checklist to improve your customer communications (and earn greater trust from your clients) today:

  1. Establish a timeliness standard in your business. Be disciplined about sticking with it. If you have a 24-48 hour turnaround policy, make sure you demonstrate a pattern of consistently responding to all messages within that timeframe.
  2. Inform clients and customers upfront. Include your communication policies in your new client welcome kits. Talk about it in your new client orientation meetings. If you are closed on weekends or holidays or any other particular days of the week, let clients and site visitors know that. Let them know exactly how communication is handled in your business, during what hours, and what the response turnaround policy is. When clients know how things work and what to expect ahead of time, they don’t worry and wonder so much in the meantime. It helps them relax and manages expectations.
  3. Create a management plan. Devise a system for keeping track of messages and following-up efficiently. Email programs and plugin these days have an extensive array of customizable tools and settings for organizing and prioritizing your inbox. Make good use of them.
  4. Respond to every message. Even if you can’t do anything right away, you should still acknowledge receipt of the message. A simple “Got it!” or “Thank you. I’ll let you know as soon as I take care of that” makes all the difference in the world to the person at the other end.

© Copyright by Danielle Keister for the Administrative Consultants Association. You are granted permission to republish this article only if used without alteration in its entirety with this copyright notice, title, article content, resource, and links left intact.

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