How to improve your client communication: 7 simple steps

Communication is at the heart of any successful client relationship.

Whether you're a financial adviser, consultant, or small business owner, effectively managing how you connect with clients can significantly influence client satisfaction, retention, and the overall success of your business.  

In this article, we'll look at what client communication entails, why it’s essential, and practical tips to improve it. Plus, we’ll explore some useful tools that can make communication smoother and more efficient. Let’s get started.

What is client communication? 

Client communication encompasses all interactions between you and your clients, including phone calls, emails, face-to-face meetings, and digital messaging.

It involves exchanging information, addressing queries, and discussing needs, solutions, and expectations.

Quality communication goes beyond simply relaying facts, it builds trust, clarifies expectations, and creates a positive client experience. 

Why is effective client communication so important? 

Effective client communication offers a host of benefits for your business, including: 

1. Building trust and confidence: Regular, transparent communication helps clients feel informed, valued, and confident in your services. Trust is particularly crucial in sectors such as finance, consulting, and real estate, where clients depend on your expertise for major decisions.
2. Improving client satisfaction: When clients feel understood and well-informed, they are more likely to feel satisfied with your service. Positive experiences lead to repeat business and recommendations.
3. Clarifying expectations: Miscommunication can lead to confusion and missed deadlines. Clear communication ensures clients understand what they can expect from you and vice versa.
4. Increasing efficiency: Clear and timely communication keeps projects on track, prevents unnecessary delays, and fosters productive collaboration. 

According to data from Hubspot, 46% of customers expect more personalised communications to trust a brand.

This finding highlights just how critical good communication is for client loyalty and long-term success. 

Top tips for improving your client communication 

Enhancing your communication skills can transform your client relationships. Here are some effective tips to help you communicate better with clients: 

1. Listen actively: Effective communication starts with listening. Make an effort to understand your client’s goals, concerns, and expectations. Listening demonstrates empathy and respect, which can go a long way in building rapport.
2. Clarify and confirm: Ensure that both you and the client are on the same page by summarising key points discussed and asking follow-up questions. For example, after a meeting, you could send a brief email summary with action items, confirming both parties’ responsibilities.
3. Be clear and concise: Avoid jargon and aim for straightforward, easy-to-understand language. This is especially important in technical fields, where clients may not be familiar with industry-specific terms.
4. Set communication expectations: Discuss with clients how often they can expect updates and through which channels, such as email, phone, or messaging platforms. Knowing when and how to expect information reduces their anxiety and builds trust.
5. Be responsive: Timely responses make clients feel valued and reassured. Aim to respond within 24 hours during the business week and let clients know if you’ll need longer to provide a detailed answer.
6. Use empathy: Emotions play a big part in client communication, especially when dealing with sensitive topics like finances or business challenges. Use empathetic language to show clients that you understand their perspective.
7. Solicit feedback: Regularly ask clients for feedback on your communication. You could use surveys, feedback forms, or simply ask during a meeting. Constructive feedback helps you identify areas for improvement. 

Can client communication software help? 

In today’s digital age, using technology can streamline your client communication.

Here are some top software options that can help make communication smoother and more organised: 

• Unbiased Pro: Unbiased Pro connects financial advisers and other professionals with clients who are actively seeking their services. With a profile on Unbiased Pro, clients can contact you directly, review your expertise, and start building a relationship on a trusted platform.

• Slack: Known for team communication, Slack also works well with clients, especially for project-based work where quick back-and-forth messages are beneficial. 

• Zoom: Zoom is perfect for virtual meetings, allowing you to connect with clients face-to-face, no matter where they are located. It’s especially useful for consulting and advisory services. 

• HubSpot: Hubspot's CRM software provides contact management, email tracking, and task automation, helping you keep client communication organised and efficient. 

• Calendly: Calendly simplifies scheduling by allowing clients to book time with you directly. It eliminates back-and-forth emails and keeps communication smooth. 

Want to work with Unbiased?

Effective client communication is essential to building strong, trusting client relationships.

By actively listening, setting clear expectations, using empathy, and leveraging client communication software, you can vastly improve how you connect with clients. 

Unbiased Pro can further enhance your client relationships. The Pro account dashboard allows you to receive all your customer enquiries via the lead generation service, manage your client pipeline through to conversion and beyond, view key metrics, measure your return on spend and grow your advice business.