Improving your professional communication skills is not only essential for building a successful business, it is integral to developing strong client relations.
Tips for Improving Professional Communication Skills
Avoid fowl language. Never use profanity when speaking with a client, particularly new clients, even in a joking manner. The use of profanity can affect how a client perceives you and your suitability for their project. In reality, there may be specific clients you break this practice with, but the general rule should be avoidance of fowl or crude language.
Expand your vocabulary. Use correct grammar and know key industry words important in communicating literary, editing, or design concepts. Don’t dumb down your language to a condescending level. Clients often have a strong working knowledge of the task they are hiring out and simply do not have the time, resources, or skill to complete it on their own.
Avoid gossip. Do not discuss other clients or projects and do not disparage popular authors or books, or other service providers. This sends the message to the client that you may also talk about them to other clients or industry members. Use market research or data when suggesting changes or differing trends.
Keep it positive. Keep communication upbeat and positive, especially during difficult situations where you might be at odds with the client. Discuss problems by asking for the client’s feedback and suggestions on dealing with the situation so the client feels like he or she is working with you to solve an issue rather than being attacked.
Leave your personal life at home. Do not discuss your personal life or problems with the client. If you have a situation affecting your ability to work, it may be necessary to give a general explanation that there is a personal situation requiring your attention which may cause a delay or necessitate changes. Be sincere and apologetic without getting too personal.
Communicating with Potential and New Clients
When meeting with a potential client, prepare your pitch ahead of time, including information about yourself, your services, and your prices.
Introduce yourself to potential clients and detail your qualifications briefly. Do not go overboard touting your skills or awards. Give enough information to instill confidence and move on.
With a new client, review all the provided documents at the start of the project and assure nothing is missing. Make sure you know what products you will be providing and whether you have all the necessary materials. If anything is missing, politely contact the client and let him or her know there are additional documents or information needed from them before you can get started.
Once you have assured that you have all the basic materials, review all the provided information and make a list of questions you need answered in order to get begin working, such as setting location, names, steam level, etc. for a fiction project. Politely ask for more information as needed. Never blame the client for forgetting something or not having all the answers. If he or she is unsure of certain aspects, work with them to determine the needed answers as a partner rather than as a demanding parent.
Let the client know when you will get started, if you need to conduct additional research first, and what order you will work on the requested products if more than one is purchased. Clearly communicating timelines helps avoids frustration or instills confidence in your abilities and professionalism.