Business communication practices are guidelines that most organizations have in place even if they aren't written down. Workplace communication benchmarks may include answering the phone by the second ring, sending a thank-you note or simply being competent and courteous when answering the phone.
When business is booming these practices tend to slide a bit. After all, who's checking to see if every customer received a follow-up call when the next customer is waiting for service?
However, in a challenging business climate it's these very fundamentals that can spell the difference between survival and demise. Even savvy ball club managers have their teams "get back to basics" when they're faltering.
Do a review of these fundamental, but often overlooked, workplace communication practices to see if you need to get back to basics.
A - Articulation. It's so common today to hear sloppy enunciation that we begin to hear it as normal. But your customers may pay more attention to careless communication skills especially during phone conversations. They may voice their disapproval simply by not purchasing your product or service. Poor communication skills can hurt your branding.
Help your team brush up with a few tongue twisters or engaging them in word games each week to keep skills sharp. Have fun. But don't let this elementary communication skill cost you business.
B - Build Rapport. Every customer encounter is an opportunity to build rapport. Smiles, a handshake, a name remembered are the basics. A birthday or a pet's name remembered or a call just to ask if they have any questions should also be a part of your communication fundamentals.
Hire happy people and teach them the skills of the job. An unhappy person infects everyone with the cranky bug-don't tolerate it. There are enough enthusiastic and competent people in the market today that replacing them should be easy.
C - Confidence. A strong, confident voice sends a positive message to your customers. Customers want to feel certain that they are buying the right product or service and a self-assured, confident but not arrogant voice can foster that feeling.
If you're not already making periodic calls to your company to hear how the phone is answered start immediately.
Smart companies are ramping up their selling and communication skills during this challenging market. The emphasis on developing a relationship in even the shortest transaction is the new standard no matter the size of the organization.
Take the time to hone the essential ABC's of communications before adding advanced skills. Now is not the time to let things slide. Add training and assessments and you'll be ready when business is booming again.
