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Matthew Solan

Guide to More Effective Client Communications

Small businesses can strengthen relationships with clients with focused communications

By Matthew Solan, Writer, Solan Freelance Writing

From annual holiday cards to blast emails, successful small businesses communicate with their clients many ways. Communicating effectively with clients:
  1. Keeps clients informed
  2. Helps forge long-term relationships
  3. Helps small businesses monitor their clients’ needs
  4. Keeps a small business uppermost in clients’ minds

Action Steps
The best contacts and resources to help you get it done


Set up a toll-free number

Toll-free numbers aren't just for Fortune 500 companies. Your current and prospective clients will appreciate being able to call you toll-free.
I recommend: VirtualPBX.com offers toll-free plans that include managing and routing calls. Toll Free Number.org specializes in small businesses. Sprint.com and ATT.com also offer toll-free services for businesses.

Make online communications more efficient

Corresponding by computer can be highly effective and instant messaging can make emailing even more personal. You can also establish private chat rooms just for clients and voice chats, allowing you to speak with them while online.
I recommend: Trillian and Easy Message support multiple instant messaging programs like AOL Instant Messenger, MSN Messenger, and Yahoo Messenger. For voice chat, check out Skype.com and Hearme.com. Get live customer service via LivePerson.

Send effective emails

Email can be ideal for reaching your current and potential clients with important information as alerts of via monthly newsletters.
I recommend: Get help managing email advertising and promotions, building client relationships, and administering opt-in mailing lists at Mailblast. Exact Target can create and redesign email newsletters. You can find newsletter templates and expert instruction for designing your own at MyNewsletterBuilder.

Host video conferences

Video conferencing is a great way to simulate face-to-face meetings. Use it to make presentations and introduce clients to new personnel they may work with.
I recommend: Mac users should check out iChat Av 3. Also, Webex.com and Polycom.com both offer video chat services and support.

Schedule regular conference calls to update important clients

Keep your clients abreast of important, complicated changes in product, strategy or timetables with regularly scheduled conference calls.
I recommend: Set up free conference calls for a maximum 96 callers at FreeConferenceCall.

Use interactive voice messaging to manage customer relations

Computerized messages can launch a new product and measure response.
I recommend: Companies such as SoundBite offer turnkey services.

Write persuasive personal email messages

Clear, concise writing is the foundation of effective communications.
I recommend: Review business writing tips and resources at Business Letter Writing.

Tips & Tactics
Helpful advice for making the most of this Guide

  • Advertise in industry publications that your clients read
  • Solicit opinions about your communications from recipients
  • Invite clients to join your advisory board
  • Attend industry and professional meetings your clients often attend
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Related Resources

Recommended Solution Providers

SoundBite: Professions Services
Professional resources include the best experts in the business, with proven skills in every aspect of customer communications, including campaign strategy, calling strategy, script writing, professional voice talent, list management and reporting and analysis. This comprehensive expertise is available to help you get the most from your customer communications campaigns.

Sullivan: Helping Companies Communicate More Effectively
This service goes into the field to uncover what your customers need to know, when they need to know it and how they want to receive it. That way this service can create communications that address customer needs.

Communication Strategy Consultants: Management & Customer Service Training
Supplies training, organizational and customer service development focused on Management Training, Supervisory Training and Leadership Development, assessment and training.

Corinis: Communicate With Your Customers
Customers not only expect information and communication possibilities before buying but also complete and individual support after purchasing. With this service your small business can improve service, rationalize customer care and promote customer relations and sales substantially.

SSA Global: Service Solutions
This service helps your small business run personalized, highly responsive customer service operations, provide anytime-anywhere access to consistent product and service information via the Web, and manage distributed field service operations efficiently, from dispatch and customer updates to scheduling.

Best Sites to Learn More

AllBusiness: Customer Service
Learn what customers really want so that you can communicate with them better. Find links to other related articles.



FEATURED LISTINGS
Microsoft SharePoint® - Free Trial
A Simple, Highly Reliable Collaboration Platform. Download & Test Drive Today!
Microsoft.com/SharePoint
CRMXchange: Customer Service Management Solutions
Keep informed on issues and solutions for contact centers, including training webcasts, news, events, and software products.
www.crmxchange.com
Achieve Easier Management and Less Overhead with Microsoft®
Improve productivity and extend IT resources using a selection of hosted communication and collaboration services. Try it Free for 30 Days!
Microsoft.com/online/trial-bpos.mspx
Call Center Address Data Entry Software
Fast & easy-to-use address entry software validates addresses in real time.
www.qas.com
Award Winning Outsourced Call Center
The Connection is a US based live operator call center with 28 years experience. Open 24/7. Inbound, outbound & large capacity. Request a quote today.
www.the-connection.com
Qwest® Business
Your one-stop small business shop for phone, fiber-optic Internet, web site development, digital security and high-speed networking solutions.
www.qwest.com/smallbusiness
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