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Getting your communication right when building your reputation

Mastering the fundamentals of business communication can make a huge impact on your brand’s identity and reputation and, ultimately, your bottom line. This is especially important if you’re a service provider.

Amazon founder Jeff Bezos once said, "your brand is what people say about you when you’re not in the room." Just tweaking a few ways you communicate can really shape how customers see your brand and boost their experience with your company. So it's really important to focus on the little details in order to foster positive word of mouth.

Consider this fictional scenario: Annie and Mike, invite two other couples, Tony and Michelle, and Sarah and Andrew, over for drinks and a BBQ. Annie and Mike take both couples for a tour around their newly landscaped garden, designed and completed by Midlands Landscaping Services.

Tony and Michelle share that they’ve also recently completed a landscaping project – they used Amplify My Garden - but their whole experience was vastly different to Annie and Mike’s. Annie and Mike could only say positive things about their experience working with Midlands Landscaping Services, while Tony and Michelle list all sorts of issues, including:

  • The company not turning up on site when they said they would

  • An absent project manager who is difficult to get hold of and get information from

  • Timelines blowing out for no apparent reason

  • A final bill that was higher than the initial estimate… and no warning.

Tony and Michelle say they wouldn’t recommend Amplify My Garden to anyone looking for a landscaping company.

Communication might’ve made all the difference to Tony and Michelle’s overall experience, and the Amplify My Garden’s reputation.

Here are a few small ways to improve communication practices, which can ensure a positive customer experience and generate great customer feedback.

Stay one step ahead

Provide your customers with information and updates regularly to ensure they’re well-informed. Clear communication about the process and what’s happening next can help manage their expectations and address any concerns they may have.

Avoid radio silence

Continuous communication is crucial. Silence creates uncertainty, leading customers to assume the worst. Sometimes conversations are difficult, but I always recommend ripping off the band aid as quickly as possible as it usually won’t hurt as much as you think it will. Front up if there’s a problem, be honest and transparent, and communicate promptly with the information that’s available to you to show your commitment to your customer and resolving any issues.

 Be an active listener

 Listen actively to your customer's concerns and show empathy, highlighting that their experience matters as much as the result.

 Business is competitive and paying attention to the small things can set your brand apart. These simple practices can contribute to a positive brand image and ultimately lead to a more successful and well-regarded business.



 

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