Here are best practices to implement for communicating with leads, clients and partners.

  1. Use the Phone — Pick up the phone and call.  Email & Texting is good, but if a customer seems unsure about your firm’s abilities, a phone conversation a better way to close the gap.  Make sure you log the call in your CRM.
  2. Short Voicemail  –  If the call does not connect, leave a short and concise voicemail.  Don’t compress the message by talking faster, just simple and short.
  3. Send reminders — if you are waiting on something from the client, give them consistent reminders. It’s Ok, to Text or send short Emails to help the process along.  Make sure you note the reminder in your CRM.
  4. Follow Up Status — follow up on questions within 24hrs. Even if you don’t have an answer to something, let them know you are working on it.
  5. OVER COMMUNICATE — no one ever complained about being over-informed about a deal.  However, be clear, crisp and concise.
  6. Document Your Communication Immediately after — take notes during your phone calls, meetings, when doc’s were sent…anything that could potentially be referred back to. This will clarify the open tasks, and reduce the asking for the same information.
  7. Pre-Communication Notes — know what you are going to say about an issue before picking up the phone or going into a conversation.
  8. Recap, Next Step— let them know what was completed this month; let them know what the next step is.
  9. Ask Feedback — ask them how they are feeling. If you request feedback about systems/processes/deliverables, they will be more likely to give it to you.
  10. Stay Honest — Be honest about miss-steps. The worst thing to do is make up a lie, trust based communications lead to relationships.

TIP: Adhering to tracking these actions in your CRM will provide you a structured process and supporting documentation to ensure your Client Communications are effective and will result is Happy Customers.