The Many Faces of Client Communications
It’s no secret that customer satisfaction is one of the pillars of building a successful business. Without clients, a company simply cannot work, and if those clients aren’t happy, they will stop coming back soon enough. That is why interactions between a business and their clientele must be convenient, pleasant, and most importantly, informative but not invasive. So this week, we’re looking at some of the pros and cons of the most popular means of business communication and our own experiences at Trumpauto.
Different communication methods serve different purposes, so to contact customers most effectively, a business must first understand why they’re reaching out at all. The foremost distinction to be made is between online, mobile, and physical communications.
Both direct and indirect online communications—emails, newsletters, and social media—have become increasingly preferred by both businesses and clients, and rightly so.
In fact, 74 percent of all online adults prefer email as their main method of commercial communication. Emails are an accessible, professional alternative to “snail mail” which can reach the addressee in seconds, while giving them time to reply when best suits them. Newsletters and social media on the other hand are best for more general information that can be sent to many people at once, be it promotions, new product announcements, or simply greetings and campaigns.
Yet, such communications are best suited when a reply is not urgent or indeed not needed at all. When it comes to issues relating to a recent transaction or something similarly specific, while emails are good for leaving behind a paper trail, they can often be too slow for solving problems. That is why synchronous mobile communications work best when applied together with online solutions. Phone calls and text messages are both most likely to reach the client immediately, with the former working best when the person is expecting it, and has the time to pick up and discuss potential issues or provide information. Text messages can be used most effectively to communicate the need for more immediate correspondence or to send reminders about upcoming orders, appointments and deadlines.
At Trumpauto, we have learned that text messages are most effective for our purposes, which is mostly to send clients reminders. Unless there is a serious problem, there is no need to call someone and break their daily routine, and an SMS can deliver the necessary information just as directly and perhaps even more quickly than through a call, at the same time leaving behind a track for future reference.
It is clear that the best type of communication is the one that works together with the message being delivered. Some things work online, some things require a phone call, and even today, some messages can best be delivered through physical mail.
In communications, the keys to success are versatility and adaptability—if you’d like your workshop, too, to benefit from these principles, let us know at [email protected] or by signing up for a free trial today!