All too often I see and hear that clients are perceived as being pesky or “they just don’t get it”… my question to you is “how are you explaining things, and what solutions are you presenting them.” It’s important to keep these basic tips in mind when communicating with clients – Be Clear. Keep it Simple. Be Responsive.

When we confuse or overwhelm our clients with jargon, or any insider terms, it’s neither appreciated nor productive. The more often that you persist on presenting ideas or solutions to a client in a manner that is absolutely not viewed from their side of things, the more often it will result in the same issues coming up time and again – ergo unproductive. And if you consider your time to be worth something, drowning your clients in jargon is also costly (to you and them).

I completely understand that when you work in an environment, and have so for a long time, that you get caught up in the lingo. It happens. However, it is important not to get lost or caught up in only that. Do what ever you need to ensure that you can fully empathize with someone on the receiving end.

Personally, I have enjoyed working in both environments. I started out in non-profit where I worked with a fundraising database (superb platform, ROI Solutions *small plug for them*) and later work with that same company teaching others how to use and get the most out of their database. The experience of having been both a user and then an account manager has been priceless. But I digress…

My point is this;

Be Clear. Present your clients with straight-forward answers and questions, but don’t trivialize their concerns. Think on their behalf and please think before your respond.

Keep it Simple. As a professional and an expert in any field the key to good client relations is to convey what you do in a simple manner. It is also important, especially in the service industry, to teach someone how to use what you offer. How does that old saying go … give someone a fish and they’ll eat for a day, teach someone to fish and they’ll eat the rest of their life (or something to that effect)…you get my point.

Be Responsive. Another key customer service practice is to be responsive, and when possible (I know we all have ESP so this one should be no problem) anticipate their needs. This goes back to advocating and thinking on your clients’ behalf. Trust me, this goes a long way.

So whether you are doing a training with a client or putting together an email response, whatever the scenario, keep this in mind – Be Clear. Keep it Simple. and Be Responsive.