Do your Customers Love to have a Chat?

March 5, 2009 at 5:00 pm 2 comments

think it about 

Or do they just want to you to get to the point quickly and go away?

You probably have a  number of customers with both styles and you may find that they change their communication preferences depending upon what is happening in their lives at the time. When you communicate with your customers you can sometimes miss opportunities to strengthen your relationship by not being aware of the communication preferences.

For this post I am just talking about simple aspects and not about the larger topic of communication styles etc in depth.

Getting to know more about your customers takes time and if you have very loyal customers you would probably instinctively know how best to communicate with them. Although it can be harder to work out the best way with new customers, they do give you hints if you listen and observe.

To get started you may just want to type in your database or even use a spreadsheet depending on the number of customers you have and note the following:

  • Are they detail oriented or just like to hear the key points?
  • Do they like to hear from you or speak with you often or every few weeks?
  • Do they take action if there are more visuals used or if your communication is more auditory?
  • Are they serious or always enjoy a laugh and a joke when you talk to them or correspond with them?
  • Are they more casual in their communication style or more serious?
  • If you are in a service business do they like to hear all about the service you are providing or just want to know when will they get the results?
  • Do they prefer to speak with you or have everything written down?

 Once you have noted their preferences go through your marketing materials, email correspondence etc and make note of how you can alter your communication methods and style to better suit their preferences. You will probably find the relationship with your customers strengthens.


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Entry filed under: Customer Communication. Tags: , , , , .

Are you Busy being Busy with your Small Business Marketing? How Important are your Customers?

2 Comments Add your own

  • 1. Anita Campbell  |  March 13, 2009 at 2:30 am

    Hi Susan, yes, I’ve found that this is great advice — and not just for customers. Knowing the communication preferences of employees, co-workers and other stakeholders is also crucial to success in business.

    I’m a big fan of Myers-Briggs personality assessments as a way to understand how to communicate with and understand people you deal with.


    • 2. Susan Oakes  |  March 13, 2009 at 9:44 am

      Anita, you make a good point about knowing the communication preferences of others.

      A company I worked for put its employees through Myers-Briggs and it did improve our communication with others in the business. I even found that my team (all marketers) had different styles when I assumed we were similar. I realised my mistake in making assumptions instead of actually finding out the reality. It was a good lesson to learn.

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