Tips for Improving Customer Communication

Have you ever found yourself trapped on a call with a customer who just won't accept your answer? You've explained the policy three times, but they're still there, pushing back, asking the same questions, and your call queue keeps growing. I recently worked with a utility company facing this exact challenge. Their agents were stuck on calls for nearly 20 minutes when delivering unwelcome news about debt payments. Customers would get shocked, ask multiple clarifying questions, escalate emotionally, and demand supervisors. Sound familiar? Here's what changed everything: strategic word choice through psychological priming. Instead of saying: "The debt is attached to the meter, regardless of who accrued the debt. ABC Utility won't turn on water until the bill is paid." We rewrote it as: "As a solution, I have two suggestions. First, you need to talk to your landlord, tell them there's a debt on the meter and that you can't turn on water service. See if they'll work something out for you. The second option, and I would do this immediately, is look carefully at your lease to see if there's any clause that protects you in this situation." Notice the difference? Every word was intentionally chosen to guide the customer's response. The results were remarkable. Average call times dropped from 19 minutes and 38 seconds to under 5 minutes. That's a 75% reduction simply by changing how we communicated the same information. The key primers that made this work: "Solution" and "suggestions" made customers feel supported, not rejected "You need to talk to your landlord" directly guided them to disconnect and contact someone who could actually help "Immediately" created urgency to take action "Protects you" reinforced that we were on their side This isn't about manipulation. It's about using language that naturally guides people toward productive outcomes while preserving the relationship. Remember, when customers aren't accepting your word as final, it's often not what you're saying - it's how you're saying it. The right words can transform resistance into cooperation. Would you be interested in more psychological tips for conversation control?

My biggest priority at Junction is improving renewal conversations. Not by adding more touchpoints. By making every interaction count. Here are three tactics that actually moved retention: Tactic One: Segment Your Book Most CSMs treat all customers the same. Same cadence. Same agenda. Same deck. That's the fastest way to become background noise. Instead, segment your book by outcome they're driving: → Revenue growth customers → Cost savings customers → Efficiency/workflow customers When you group similar outcomes, you stop context switching between completely different value stories. You get in flow with relevant case studies, metrics that matter, and strategic conversations they actually care about. Tactic Two: Mine for Intelligence Not every customer call needs to drive immediate action. Sometimes you're gathering intelligence for the renewal conversation 90 days out. When you hear "gold nuggets" like: → Upcoming board priorities → Budget reallocation plans → New executive KPIs → Competitive pressure points You capture them. Then you use those insights to frame your value story around what their CFO actually cares about. Tactic Three: Outcomes, Not Features Your customer messages used to sound like this: "Checking in on adoption metrics and wanted to schedule our quarterly review..." Now they sound like this: "I noticed your team is focused on reducing time-to-market by 30% this quarter. Most ops leaders we work with are facing the same tension: pressure to move faster while maintaining quality and compliance." What's more likely: Your customer is thinking about the business outcome you impact? Or your customer is thinking about your product features? Message accordingly, and engagement increases. --- The shift isn't more customer touches. It's more intelligent customer touches. Stop optimizing for activity volume. Start optimizing for strategic relevance. How are you teaching your CS team to segment, mine intelligence, and lead with outcomes?

Early in my career as a Customer Success Manager, I experienced something that initially felt like a personal setback. A client decided to part ways, stating that they didn’t see the value in our product. That hit hard. 🎯 Sassy Stino almost came out a couple of times. I took it personally. After all, wasn’t delivering value exactly what I was supposed to do? But this situation became a pivotal learning opportunity for me. It dawned on me that I had been so focused on showcasing the predefined "value" of our product that I overlooked what truly mattered: listening deeply to what the CLIENT perceived as value. It's maybe logical, but we often forget the most important, logical things. That shift in perspective was a game changer! 🌟 Here are some concrete tips and tricks that have transformed my approach and might help you too: Active Listening: Before jumping into solution mode, really listen to what your client is saying. What are their specific pain points? Sometimes, what they don’t say outright is as important as what they do. Tailored Solutions: Use the insights gained from active listening to tailor your offerings. Align your product’s features with their business objectives, not the other way around. Regular Check-Ins: Set up a routine of regular check-ins beyond the usual quarterly reviews. These could be informal but are crucial for keeping the lines of communication open and adapting to new challenges or shifts in their business environment. Educational Content: Sometimes clients don’t know what they need. Use educational content to guide them about unknown product features and how they align with their goals. Feedback Loops: Make it easy and routine for clients to provide feedback. This not only shows that you value their input but also helps you stay ahead of potential dissatisfaction. Turning a moment of failure into a stepping stone for growth has redefined my career in customer success. To all fellow CSMs out there, remember: value is not just about pushing a product, but about crafting a service experience that listens, adapts, and ultimately, aligns with what your clients truly need. #CustomerSuccess #ValueCreation #ListeningSkills #ClientManagement #ProfessionalGrowth Let’s keep the conversation going! What strategies have you found effective in aligning product value with client needs?

I'm always looking to improve my client interactions and provide exceptional service. My personal experience has shown me that asking the right questions can make a huge difference in understanding my clients' needs and delivering the best solutions. Here are 7 key questions that can help foster better client communication: 1️⃣ How did you find me? This can offer valuable insights into your marketing strategies and help you focus on the most effective channels. 2️⃣ What are your specific use cases? Understanding how clients intend to use your products or services enables you to tailor your offerings to their unique needs. 3️⃣ What's your budget? Discussing budget early on ensures that both parties are aligned and allows you to propose suitable solutions that fit within their financial constraints. 4️⃣ What's your desired timeline? This helps you manage expectations, prioritize tasks, and deliver results within their expected deadlines. 5️⃣ Are there any metrics we should focus on? Knowing this helps you measure and track progress, provide data-driven insights and quantify the potential return on investment (ROI). 6️⃣ How can we quantify potential ROI or potential losses from delaying action? By evaluating the potential gains or losses resulting from not addressing the problem immediately, you can effectively communicate the urgency of your solution. 7️⃣ When should I follow up with you next? Establishing clear follow-up intervals ensures that you maintain consistent communication and address any further queries or concerns promptly. By actively listening to your clients' responses and adapting your approach accordingly, you'll be able to provide customized solutions that meet their needs effectively. Follow me for more sales & marketing tips. #clientcommunication #businesssuccess #buildingrelationships

WHEN TEMPERS FLARE, YOU'RE LOCKED IN A STALEMATE, OR A MULTI MILLION DOLLAR DEAL IS ON THE LINE, EFFECTIVE COMMUNICATION IS THE KEY TO TURNING IT AROUND. The right communication framework fosters understanding, strengthens relationships, and drives powerful results within your team. Both personally and professionally, effective communication is key to successful teamwork, conflict resolution, and collaboration. From construction to finance, from fashion to family offices, my high performance clients master the skills to navigate the toughest conversations and transform them into their biggest breakthroughs. And here’s how you can do it too: 1. FRAME THE POSITIVE INTENTION: Start with shared goals. Establish a shared purpose to align your conversation positively and maintain the focus on optimal outcomes. ➡️”We both want [a positive, uplifting relationship].” “This is about us being [happier, more productive].” A positive start encourages cooperation and a safe space for communication. 2. DESCRIBE THE OBSERVABLE: Present facts without emotional interpretation. Focus on specific events or behaviors rather than feelings. ➡️ “When [specific event] happened, I saw [specific observation].” Stick to observable facts and avoid personal interpretations to keep the conversation neutral. 3. SHARE THE FEELING: Express your emotions without blame. Own your feelings without blaming others, and invite the other person to share theirs. ➡️“We both feel [emotion].” “I feel [emotion] about [situation].” Take ownership of your feelings. Express them without pointing fingers and encourage others to do the same. 4. REQUEST THEIR PERSPECTIVE: Invite input and collaboration. Ask for the other person’s perspective to gain insight into their viewpoint. ➡️“How did you see that?” “What did you observe?” Listen actively and be open to hearing the other person’s thoughts, fostering mutual understanding. 5. MAKE THE ASK WITH BENEFIT EXTENSIONS Propose mutually beneficial solutions: Offer choices that meet both parties' needs. ➡️ “If [action] occurs, we would feel [emotion] and [emotion].” “Here are two options that work for me…” Present two acceptable options to empower the other person to contribute to the solution. 6. WORK TOGETHER TO BUILD A CONSENSUS Collaborate on finding the best solution: Work together to determine the best course of action and express appreciation when a decision is made. ➡️ “I appreciate the thought you’ve put into this. I’m glad we agreed on [decision].” By applying my effective communication framework, you foster open, respectful communication that builds trust, enhances collaboration, and contributes to team success. And the great news is that you can use this both personally and professionally! I’m curious… ~When was a time that you needed this framework in your life? #future #communication #success

7 years ago I learned that these 3 communication fundamentals have by far the biggest impact on your Customer Conversations. I thought that scaling GTM was about scaling processes & people. I couldn't have been more wrong, especially given the overall tenure in SaaS being less than 24 months. Rather than focusing on people as a core fundamental for business growth, you need to focus on something rather different. I learned early on the wise lesson that we need to manage processes in order to coach the people to What Good Looks Like. Rather than relying on a Superstar Culture of 1 or 2 high performing individuals, you need to build your GTM motion around a Process culture. This reminds me of my days when I had the pleasure to implement a new Customer-centric and Process-centric framework to our growth at Teamleader. Back in 2017 we implemented the various blueprints from Winning by Design for our 60 customer facing people (marketing, sales, customer success teams): ✅ How to Prospect for SDRS. ✅ How to Win Customers for AEs. ✅ How to Grow Customer for CSM/AMs. ✅ How to have Customer Conversations. And especially the last one made the most impact on me and the different GTM teams back then. To quote 🐶 Jacco van der Kooij: Make HOW you sell as important as WHAT you sell and you will become the unique selling point! So before you start engaging with your customer, you must master three basic elements: 1️⃣ Be Customer-centric: put yourself in their shoes in any conversation you start. 2️⃣ Understand your Customer: Do your research, understand their role, their persona, their industry, and the specific use-cases and customer stories that will help you relate to them. 3️⃣ Be a Customer-centric professional: Show up every day on time, energized and ready to perform. Your workplace both online (LinkedIn) and in the real world need to be set up to help you and your customer succeed. Let me share 2 of the core communication fundamentals I learned in 2017 that are still so relevant today. 👉 𝗧𝗔𝗟𝗞𝗘𝗥 𝗳𝗼𝗿 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗶𝗻 𝗲𝗮𝗰𝗵 𝗖𝗼𝗻𝘃𝗲𝗿𝘀𝗮𝘁𝗶𝗼𝗻𝘀: ✔️ Tone: Set the tone; Control your Speed, Pitch and Tone, etc. ✔️ Ask: Ask an open/closed-ended question to start the conversation. ✔️ Listen: The customer is going to give you hints - mirror them. ✔️ Keep notes: Keep brief notes; structure priority, relationship, tone. ✔️ Elaborate: Dig deeper; be curious with the intent to understand. ✔️ Repeat: Summarize what you thought the customer said. 👉 𝗥𝗥𝗥 𝘁𝗼 𝘀𝘁𝗿𝘂𝗰𝘁𝘂𝗿𝗲 𝗲𝗮𝗰𝗵 𝗼𝗳 𝘆𝗼𝘂𝗿 𝗘𝗺𝗮𝗶𝗹𝘀 𝗼𝗿 𝗠𝗲𝘀𝘀𝗮𝗴𝗲𝘀: ✔️ Relevant: Prove you've researched or refer to others with similar context. ✔️ Rewards: Offer value, such as a link to valuable insights; a relevant blog. ✔️ Request: Call to action based on situation (time, event, date, etc). Simplicity in Customer Conversations is key. Coach on the Fundamentals. What are your key learnings in simplistic communication?

I have 7 Years of Salesforce Experience Here’s one of the most important lessons I’ve learned: Success in this career comes down to communication. Technical knowledge is important, absolutely. ... But the way you communicate problems is even more critical. Problems arise every day. That's expected in this field. ... But the key is in how you convey these issues, especially to non-technical clients. Here’s what I’ve found to be most crucial: 1) Clear and Calm Communication: Your communication needs to be clear, calm, and patient. Clients may not understand the technical details, but they will notice your demeanor. Managing emotions effectively can make or break the client relationship. Panic breeds panic: maintain your composure to keep your clients calm. 2) Preparation is Key: Before every call, I test potential issues and prepare contingency plans. Being prepared allows you to handle surprises with confidence. 3) User Adoption Requires Patience: Guiding clients through new systems requires patience and clear explanations. If things go wrong, you might lose the client, but if handled well, you gain their trust. 4) Be Solution-Oriented: Identifying problems isn't enough; you need to come with solutions. Clients expect you to have answers, so always be prepared with a plan. Your clients are paying you for one reason: to solve problems. P.s. - What’s one communication tip you have for Salesforce admins? Thanks for reading. Enjoyed this post? Follow Jordan Nelson And share it with your network.

Ever wonder why some companies just can't seem to keep customers coming back? It's not always about the product. Sometimes, it's about the process. Here's a quick story for you. I recently needed a painter to freshen up my home office. I reached out to a few providers, but one of them stood out. Why? Because they made the entire process ridiculously easy. Here's how: → They let me book the appointment via text. → They sent me photos of their previous work. → They provided a quote within minutes. → They confirmed the booking with a simple 'YES'. No lengthy calls. No backandforth emails. Just plain, simple convenience. So, here's my actionable tip for you: Reduce the friction. Make it easy for your customers to do business with you. Here's how you can do it: - Simplify Communication: Offer multiple channels like SMS, WhatsApp, or even social media DMs. - Fast Response Times: People love instant gratification. - Streamline Processes: Make booking, purchasing, and customer support as straightforward as possible. - Transparency: Be upfront about costs, timelines, and processes. Use Technology: Automate where you can, - but keep the human touch. Remember, your business exists to serve your customers first. The easier you make it for them, the more they'll keep coming back. Have you had a similar experience? Share your story in the comments.

One of the biggest frustrations customers have with your brand has nothing to do with your price, your product, or your technology. It’s your communication. And that frustration shows up in three ways: - Slow communication - Unclear communication - No communication at all They're three different symptoms from one overarching root problem: “You’re not keeping me informed.” I see this validated over and over again in my keynotes. I use Mentimeter to gather real-time input from the audience and show their answers back to them. It's based on their words, not my assumptions. Then together we dig into what’s actually driving those frustrations and what they can do to ensure they don't make the same mistakes with their own customers. At a recent event, I asked: “As a customer, what frustrates you when dealing with a company?” The live word cloud (shown here) exploded with communication failures. Even when the words were different, the meaning was clear: Communication is one of the biggest frustrations customers have. BUT that means it's also one of your biggest opportunities. You don’t need a hundred new ideas to create loyal customers. You only need to fix the silent killers: slow communication, unclear communication, and no communication. Those three frustrations are really just one big one: failing to keep people informed. So if you want to improve your customer experience (and your employee experience while you’re at it), start by: - Communicating early - Communicating proactively - Communicating clearly It's a lot easier to keep your customers when you keep them informed. It's as SIMPLE as that.