Whether you run a business that’s large or small, communication is the keystone to good client relationships. When an existing or potential client reaches out to you during the day, he or she expects a timely response. Allowing communication to fall by the wayside or be otherwise neglected is poor business practice. By implementing simple business protocol for yourself and your staff members, you will find that communication issues are a thing of the past.
- Create a Clear Policy On Communication
When you create a protocol for communication that is to be strictly followed, there is less likely to be issues because all staff members know exactly what is expected of them. Sit down with your leadership team to create solutions to known or foreseeable problems. Who within your team is authorized to speak with the media? What are your goals in communicating through social media? Do you have set time frames in which inquiries should be answered? What happens in case of external conflict? These are all important communication issues to consider before they come up.
- Delegate The Communication Role
When it comes to answering inquiries, it’s often best to delegate this role to one person within your business. This is an excellent way to avoid missing emails, or sending out inaccurate or contradictory information. Within your company, identify who you want representing your business, and delegate the external communication role to them. Decide if this is the same person that you want to have in touch with the media when needed as well.
- Make Protocol Public
On your website, consider posting your expectations for company outreach and communication. Clearly state your business hours, and an approximate wait time for responses to client or potential client inquiries. This is a fantastic place to streamline the questions that you get from clients as well, as you can use your website as a platform to set protocol on how work requests are sent and received.
Great costumer service doesn’t happen accidentally, and yet it can make or break a business. By setting out these expectations of both clients and staff, you will curb many conflicts and encourage consistency.