Today I learned another lesson about communication and how important it is to keep the communication channels flowing at all times when we interact with other people and clients. Due to my lack of communicating with a friend of mine over the last few weeks he felt there was something wrong with us.

In a client/service provider relationship, communication is key to making sure we are on the same page at all times. It is so easy to misinterpret information and if left unaddressed, this can lead to misunderstanding pretty fast (like in the case with my friend).

“You are not only responsible for what you say, but also for what you do not say.”
– Martin Luther

Funny enough, in my business communication is key, and even though I know this, I let my friend down by not communicating what I should have. I was driven by guilt to be honest, which stemmed from my lack of doing something for him. Guilt is a funny fellow. He makes us act like total losers and admitting this isn’t an easy feat, since I have to show that I have dark sides too and nobody likes to do this.

So now you know the truth about me (I am human after all), here is what I have learned about guilt and communication.

Always act on your promises

This is where I failed. I promised to so something and then didn’t do it. That really sucks and while I normally always fess up to delivering on my promises, in this case I didn’t and look what can happen.

Regardless of how long it takes you to do a job and whether you are busy with other things, stick to your promises, no matter what.

Also, don’t put a monetary value on your promise, since this is exactly what I had done. I failed to deliver because I run out of time due to a fully booked schedule.

Don’t promise what you can’t keep

While I did deliver on my promises to my friend initially, I couldn’t do it lately and that is where the trouble was. When you make a promise, look at it long term too. I didn’t and I learned a good lesson from this.

So how does my experience tie in with customer service and communication?

[BTW, for those of you who wonder, my friend and I realized we had neglected our communication channel and after discussing the matter at hand, all is well again.]

I guess I just reaffirmed myself how important it really is to communicate with each other, regardless whether professionally of with friends. The following pointers should hopefully help you in your communication ventures so you don’t repeat my silly mistake.

Double check

When you work with clients make sure to always double check. They often fail to provide you all relevant information upfront and once you start your work you could experience a rude wake up call - when half way through the job the tactic changes.

“Effective communications starts with listening.”
–Robert Gately

It helps to ask questions. Lot’s of questions. Get into the mind and shoes of your client and think of ways to help them better their brand. Once you do this, the questions will come.

Corporate rules

Corporate clients are a lot more demanding than individual business owners. This is not because they are more nasty or anything like that. The demand stems from the different environment in which business is done.

Expect meetings, interviews and tests and be ready for them. Again, it is of the utmost importance to ask a lot of specific questions to nail your part in the puzzle. You need to know exactly what is expected of you in order to service your client best.

Ask for feedback/Give feedback

If you are working on a long term project, ask for feedback. Especially if you don’t get any while you work. Most of my clients drop me a hint or two about their pleasure with my work quite naturally along the way. But if they didn’t, I’d be worried as quiet doesn’t always reflect happiness.

Also, don’t be afraid to give feedback in return. Your clients appreciate this as much as you do.

Voice your concerns

If you have concerns in regards to a client, don’t be afraid to voice them. Things are often half as bad as they feel or look once you take the initiative to talk about them.

It’s the tone of voice in which you voice them that makes all the difference between a successful or unsuccessful confrontation.

Sort out confrontations fast

Sometimes confrontations can’t be avoided. It could even lead to termination of your working agreement between each other. Sometimes it is actually better for both parties to go separate ways when bad blood has been voiced.

It really depends on your relationship though. A long term client is much more open to your suggestions or complaints. After a while there is a mutual relationship that grows together like a marriage. You become comfortable with your client and he with you.

“The aim of an argument or discussion should not be victory, but progress.”
– Joseph Joubert (1754-1824) French Philosopher

Don’t get too complacent though. It’s in those times when divorces happen so keep your communication channels open at all times.

Speak up

Never be intimidated to speak up, even when you are at fault. I admitted mistakes to clients before on several occasions and I am still alive and kicking. They didn’t lynch me. We all make mistakes of some kind and the most important thing is to admit them and clear the air ASAP.

“Our lives begin to end the day we become silent about things that matter.”
– Martin Luther King, Jr.

Proper communication helps us to iron out those crinkles so that the business can go on… just like in the movies.

Ego and communication - not a good match

I wanted to touch on the subject of egos. They really don’t fit well with communication. Sometimes we just have to admit we stuffed up, even though we don’t like to. Yes, we all have an ego tucked away somewhere and admitting a mistake is not a good for the ego.

“Communication is really all anyone ever gets paid for ultimately…and if you cannot effectively communicate…you will PAY…not get paid…”
– Doug Firebaugh

End notes

I want to leave you with the following end notes. They perfectly convey that in the end, we need to step aside and listen to the other person before we go and bash the living daylights out of them.

“The first and most difficult task of dialogue involves parking the ego and listening with an open spirit. From this receptivity can come questions which lead to understanding.

“What is it you see that I don’t?”
“How do you see this differently and why?”
“Please help me understand from your perspective.”

To ask these questions requires that one no longer need to have the best or last answer. Expanding one’s understanding becomes more important than being right or getting one’s point across.”
—Dr. Ann McGee-Cooper
from the article Dialogue: The Power of Understanding