Five Keys to Clear Communication: Building Better Customer Relationships
Print this Article | Send to Colleague
Five Keys to Clear Communication: Building Better Customer Relationships
Dr. John Sherk, President of Operations Laboratory
In our industry, effective communication can mean the difference between a satisfied customer and a complaint. At our recent workshop, members learned about the "Five Parts of Clear Communication" framework that can transform your customer interactions.
The Clear Communication Framework
Data: Start with measurable facts. Instead of vague promises, be specific: "Your water heater installation will be completed by Thursday at 2 PM" or "The parts arrived this morning and we'll be at your home tomorrow between 9-11 AM."
Judgment: Share your professional assessment based on experience. "Based on the age and condition of these pipes, I recommend replacement rather than repair to prevent future leaks."
If “It’s 90 degrees outside” is data, “It’s hot outside” is judgment.
Feelings: While we often leave emotions unspoken, acknowledging them builds trust. "I understand you're frustrated about the delay" shows empathy and defuses tension.
Want: Clearly state what you hope to achieve. "I want to ensure your plumbing system works reliably for years to come" aligns your goals with your customer's needs.
Action: Finish with concrete next steps. "I'll send you a detailed quote by email tonight, and if approved, we can schedule the work for next week."
Most miscommunication happens because one of these five are cloudy or missing.
By incorporating these five elements in your customer communications, you'll build stronger relationships, reduce misunderstandings, and ultimately grow your business through positive word-of-mouth and referrals.
Remember: Clear communication isn't just good customer service—it's good business.
