Effective communication is vital to a successful business. Regardless of how great your product or service is, without a good connection between you and your clients, your business will not thrive. Communication is a two-way street. Not only should you be providing information and details about your business, but you also need to be accessible to receive your customers’ thoughts. Your customers will appreciate being in the loop and having their thoughts and opinions heard.
While communication may seem like an easy task to tackle, it is important to connect with your customers. When it comes to client interactions, unfortunately, there is no “one size fits all” solution. There may be some clients that prefer to be contacted one way over another, while some situations may require a more personal approach. Understanding which situations warrant which kind of interaction can prove crucial to the quality of the communication with your customers.
What is Effective Communication?
Effective communication consists of three specific criteria; a good first impression, personalization, and all necessary information. First, a good first impression goes a long way. If you are using a method that is complicated or outdated, this may confuse your customers and they may be hesitant to contact you in the future. Consider asking your customers about their preferred method when they register. In addition, it is beneficial to have an easy way for your potential customers to reach out to you. Essentially, it comes down to getting to know your target audience and determining which method best suits each group. For example, younger clients may prefer text message notifications, while older customers may prefer a phone call or email. However, you won't know until you get to know your target audience.
Second, personalization is one of the most important details to keep in mind when interacting with your customers. Templates are a fantastic idea when you are constantly sending emails with the same content to different clients. For example, you can create a booking confirmation template with all the information about their pets stay. Then you can add a personal touch to the message before sending it out. Adding a something specifc about their pet or a sentence or two about their last stay will make your clients feel valued and appreciated.
Lastly, make sure to include all the necessary information without overwhelming your customer. Large paragraphs can be discouraging, especially if your clients do not have much time to read through every little detail. Creating an easy-to-read list with bullet points can help your client view all the information they need without having to read a lengthy email. Additionally, you can add a link to where your customers can access more information. For example, when a customer makes a reservation, you can provide a general overview in the email along with a link so that they can login to their account and review the details if needed.
Technology and Communication
Technology plays a big part in maintaining good customer connections. Forbes suggests taking advantage of technology to make the most of your communication efforts. But fear not! Using electronics does not mean that your interactions will be impersonal. You can still maintain a genuine connection with your customers; the technology is simply there to enhance it. For example, with a pet business management software, your customers can request reservations online, but you are still able to call them if necessary. You are not confined to communicating only through the software. In fact, it is usually a combination of the various methods of communication that is most effective, as certain situations warrant different kinds of interaction.
Kennel management software is a great example of how technology can be paired with conventional communication methods, such as phone calls, to optimize your day to day tasks. Pet business software is like a concierge that gathers all the information for you at the customers’ convenience. You are creating a more personalized experience without wasting anyone’s time. You are not being overbearing by asking too many questions over the phone or having your customers fill out lengthy forms at your facility by hand. If a customer does call for any reason, you have all their information right at your fingertips. You can look through their profiles, reservation history, and messages to find what you need and add a personal touch.
Additionally, with ProPet, your customers can review the Pet Updates section on their profile to check in on their pet(s) while they are at your facility. You can add any information about the pet(s) and their stay so that their owners are always in the loop about what is going on while they are away. With technological advances, such as kennel management software, it is now easier than ever to stay in touch with your customers.
Effective communication is the key to returning customers. When paired with incredible service, you are definitely on the road for success. Ultimately, there is no one universal way to connect with your customers. Understanding both the situation and your clients (i.e. your target audience and their different preferences) will give you more insight into your best communication strategy. Administration doesn’t have to take up all of your time. With the right tools, you can streamline your day to day tasks and focus on your furry guests.
Part 2 of our series discusses the most successful ways to communicate via email. Sign up on the right hand side of this page to get instant blog notifications when new blogs from this series are published so you don’t miss out on any tips and tricks for effective communication with your customers!
If you would like to see how technology can help improve your customer communication and relationships, click below to get started with a ProPet demo account or free trial!