Your customers have different preferences about how they prefer to communicate. Some would rather talk than write. Others would rather write than talk. Yet others have very higher response rate to text. No surprises here!
But what do you do about it? The answer is very simple, but not very easy – embrace ‘Customer Centricity’ whenever you communicate. Go where they’re at. If that customer you’re dealing with – and by now you would know – prefers contact by email, do so. If they prefer voice mail or phone conversations, then communicate with them that way. So, ask for communication preference early in each relationship and follow through accordingly.
Like I said, it’s very simple to use their preferred method rather than your preferred method. It’s just not easy because it may take more time. Let your results indicate if embracing ‘Customer-Centric’ communication was worth your investment.
Regular readers know how much I love ranting about not letting the ‘Tech Tail’ wag the ‘Presenter Dog’, so here’s another example. How do you change those wonderful audience-centric speaker support slides you’ve created when you don’t have a remote available?
Answer – you or someone has to manually change them, but avoid those annoying or clumsy habits that can really reduce the positive impression you project on your audience or the impact of your message. Consider these lessons learned from some of the Varsity Presenters I’ve had the pleasure of coaching:
With most typical workplace presentation situations you’re likely to face, neither the size of the audience nor the size of the room is large enough to need voice amplification. So, simply speak up with your one-to-group energetic volume level and they can hear you fine.
On those rare occasions when you do need a microphone, don’t let the technology tail wag the presenter dog. But do make the most of the technology you have at hand: Read More
Here’s an example of a sales person who practiced the opposite of ‘Permission Marketing’; someone I immediately nominated for the ‘Networking Slug Hall of Fame’. I think she got in on the first ballot. Read More
A reader just asked me what I thought of using a laser pointer with his slides. I started the conversation with ‘Don’t let the technology tail wag the presenter dog’. The rest of my comments:
A client recently asked me for some advice about a common practice with handouts. He noted that presenters often give audience members hard copies of their slides so they can take notes or use as a handout. Excerpts from my response:
Last month, I ranted about why so many executives are such poor communicators. Several readers indicated they felt that pain and wanted to know what their organizations could do about the situation. I’d offer these suggestions, based on years experience as a workplace communication manager, consultant, trainer and executive coach:
I hear this one a lot, especially in my business writing or presentation workshops, where learners comment that their bosses need the class more than they do. Let’s optimistically assume most bosses know what they want to communicate and generally accept the importance of effective workplace communication. So, why are so many of them weak communicators? Here’s a summary of my thoughts, based on over 25 years experience as a workplace communication manager, consultant, trainer and executive coach:
A reader recently asked that question and here’s a summary of my reply.
Presenters should generally stand on the audience’s left where possible:
(A reader recently commented that her written style and verbal style are often different. My reply … )
Lots of people feel that way and communicate accordingly. However, that doesn’t need to be the case in the contemporary and more casual business culture many of us work in. If you view workplace writing as ‘people talking to people on paper’, then you value and use a more conversational style.