What do you do if your client communication is falling flat?

If you work in client relations, you know how important it is to communicate effectively with your clients. But sometimes, despite your best efforts, your messages may not resonate, your feedback may be ignored, or your expectations may not be met. What do you do if your client communication is falling flat? Here are some tips to help you improve your communication skills and build better relationships with your clients.

1 Identify the problem

The first step is to figure out what is causing the communication breakdown. Is it a lack of clarity, a mismatch of styles, a difference of opinions, or a gap in understanding? You can use various tools and methods to diagnose the problem, such as surveys, interviews, feedback forms, or communication audits. Once you have identified the problem, you can work on finding a solution.

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Maaz Ahmad, MBA

Business Development & Key Account Manager | 8x LinkedIn Top Voice | Business Relationship Management | Marketing Operations | Client Relations | CRM | Business Management |
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In my experience, if client communication is faltering, I take proactive steps to address the issue. Firstly, I reassess my communication methods and content to ensure they are clear, concise, and relevant to the client's needs. Next, I seek feedback from the client to understand their perspective and any areas of dissatisfaction. This dialogue allows me to identify and address any misunderstandings or gaps in communication effectively. Additionally, I explore alternative communication channels or formats that may better suit the client's preferences or communication style. By continuously refining my communication approach & prioritizing client feedback, I strive to enhance the quality of communication & strengthen the client relationship.

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Linda Barnes
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This can be the most difficult step: if the client has “gone quiet”, how do you gain their cooperation to uncover the root issue? One way might be to retrace steps back to before the breakdown occurred. Have you shifted channels, changed the mode of communication or perhaps missed a cue? Another way might be to ask the client to revisit the core topic: if a change has occurred on their side, opening the door to allow them the space to share concerns.

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2 Adjust your approach

The next step is to adjust your communication approach based on the needs and preferences of your client. You may need to change your tone, style, format, frequency, or channel of communication. For example, if your client prefers concise and visual information, you may want to use bullet points, graphs, or infographics instead of long paragraphs of text. If your client is busy and overwhelmed, you may want to reduce the number of emails or calls and focus on the most important messages.

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Danilo Norato

Director | Marketing, Management & Business | Digital Transformation | Customer Experience | Mentor & Speaker
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Melhore urgente! Conhecer o cliente é necessário para adaptar sua comunicação. Ouvi-lo também é fundamental para evitar que isso ocorra.

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3 Seek feedback

The third step is to seek feedback from your client on how they perceive your communication and how you can improve it. You can ask for feedback directly, or use tools like rating scales, comment boxes, or follow-up questions. Feedback can help you understand what your client likes and dislikes about your communication, what they expect from you, and how you can meet their needs and expectations.

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4 Build rapport

The fourth step is to build rapport with your client by showing interest, empathy, and respect. Rapport is the foundation of trust and loyalty, and it can enhance your communication and relationship. You can build rapport by listening actively, asking open-ended questions, using positive language, acknowledging achievements, sharing stories, or expressing appreciation.

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Linda Barnes
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I prefer “foster a connection” over “build rapport” in communication strategies. “Building rapport” suggests employing manipulative techniques although the step’s described are very productive. Above all, strive for mutual trust by keeping your client’s objectives in mind.

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5 Resolve conflicts

The fifth step is to resolve any conflicts that may arise from your communication or relationship with your client. Conflicts can damage your communication and reputation, so you need to address them quickly and constructively. You can resolve conflicts by identifying the root cause, acknowledging different perspectives, finding common ground, proposing solutions, and agreeing on actions.

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6 Evaluate and improve

The final step is to evaluate and improve your communication and relationship with your client on an ongoing basis. You can use metrics like satisfaction, retention, referrals, or revenue to measure the impact of your communication. You can also use tools like SWOT analysis, SMART goals, or action plans to identify your strengths, weaknesses, opportunities, and threats, and to plan your improvement strategies.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Client Relations

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What do you do if your client communication is falling flat?

1

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3

4

5

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1 Identify the problem

2 Adjust your approach

3 Seek feedback

4 Build rapport

5 Resolve conflicts

6 Evaluate and improve

7 Here’s what else to consider

Client Relations

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What do you do if your client communication is falling flat?

1

2

3

4

5

6

7

1 Identify the problem

2 Adjust your approach

3 Seek feedback

4 Build rapport

5 Resolve conflicts

6 Evaluate and improve

7 Here’s what else to consider

Client Relations

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