As a small business owner, your ability to communicate with clients, customers and vendors may be the single largest factor in determining your ultimate success. While there is a wide range of acceptable ways to convey your message, a misstep is certain to sabotage even the best intentions. Let’s visit these Seven Deadly Sins of Business Communications That Will Annoy Your Clients, and some suggestions to avoid committing them:
1) Poor Grammar
As rudimentary as it sounds, people judge us in business and in life by how we master our language. The words you choose speak volumes about your education and values; they shape the perceptions people have about the quality of your work and your ability to deliver.
2) Misuse of The Telephone
The telephone is often not given proper attention when it rings. If voicemail or an automated attendant answers, you run the risk of losing a prospect. Similarly, if a customer is greeted by someone not properly trained to handle the call an opportunity may not be maximized. When properly attended, the telephone provides quick and easy access to information when and where customers need it.
3) Misuse of The Email Channel
Words on the screen can easily be misinterpreted. It’s difficult to truly understand the writer’s sentiment without hearing his or her voice directly. The email channel is best utilized when written documentation is needed in a very quick manner.
4) Poor Phone Impression
When communicating via the telephone, it is important to remember the person on the other end of the line does not have access to the full complement of non-verbal cues that make up human communication. Without the benefit of facial expressions, gestures, etc, it can be difficult to ascertain meaning. Therefore, it is imperative to include lots of vocal expression in your voice. Speak clearly, articulate well and smile when you speak. Your callers will hear the difference.
5) Lack of Empathy
Communicating with a person who cannot (or will not) empathize with your point-of-view is extremely frustrating. Whether you agree or not, acknowledging a business associate’s opinion results in feelings trust and mutual confidence.
6) Talking Too Much; Listening Too Little
It’s easy to continually talk about your passion: Your Company. Take a few moments to stop talking and start listening to what others have to say. They may have a simple suggestion to take your company to the next level.
7) Lack of Systems/Structure
Putting a system in place to insure a consistently good experience for callers is a great way to improve your business. It says to the caller, “We are the experts in our field, and here is the best way to get you the assistance you are looking for on this call.” Being vague with a caller or letting them stumble through figuring out what they need results in more time spent and less efficiency in handling their business.
Know how to avoid business communication missteps. It can mean the difference between success and failure.
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Owned and operated by Victor Mataraso, Reliable Receptionist is a full-service provider of off-site telephone reception, appointment scheduling and business services. Contact us directly at 925.627.4200 or visit our website at www.reliablereceptionist.com to receive the FREE “Turn Your Calls Into Cash Success Kit”.
