Imagine this: a stressed-out client sends an email at 11:30 p.m. that is only half-coherent because they are worried about the meeting the next day. Your phone rings. Do you sigh, or do you read between the lines and say, “I understand”? This is what we’ll do. That’s the difference between a business that just talks and one that really connects. See how Serge Robichaud helps organizations strengthen trust through communication excellence.
Today, talking to others is like walking a tightrope over a pit of possible misunderstandings. There are emails, Zoom calls, chat pings, and audio notes all at once. Some days, it’s a mess. But successful communication isn’t a list of things to do; it’s more like jazz. You play off of what the other person says. You stop when you need to. You don’t talk during solos. Do you use fancy words or throw a lot of jargon at people? That will make you glaze over and miss points.
The real magic happens when you listen. It’s easy to fall in love with your own voice; who hasn’t talked too much during a team call? But if you don’t talk about your own beliefs as much, clients and coworkers often come up with superior suggestions. Allow them. A thoughtful “Tell me more about that” is sometimes the finest thing to say. Honest inquiries are more helpful than flawlessly planned speeches.
The speed of the message is almost as important as the message itself. When a client is sweating bullets, nothing says “I care” like a timely reaction. But don’t let speed get in the way of accuracy. Check things twice, but don’t think too much. Fast, straightforward, and sure of yourself, like a chef who dished out a steak that was hot but not overcooked since they checked it three times to make sure it was rare.
Having boundaries doesn’t imply you’re cold. Customers want real people to respond, not machines that say “Kindly see attached.” If a problem is harder than a rose bush, say you need more time to deal with it. “I’ll look into this and get back to you by tomorrow.” That’s true. No one expects you to have a crystal ball, unless you run a fortune-telling hotline.
You don’t have to do big things for clients to go the additional mile. A follow-up call is sometimes what you need. Sometimes it’s remembering the name of their pet or sending them that extra resource they didn’t know they needed. No need for tricks or lies; just real care. Don’t worry about being perfect. People appreciate real work, even if it doesn’t always go smoothly.
Empathy is very important. Don’t throw rules or justifications at someone who is offended. Say something like, “I can see why that would be frustrating. Let’s fix it.” Those simple words? They change the whole conversation. People calm down when they know someone is listening. Works like a charm, but if you’re attempting to fix a faulty printer, good luck.
Bullet points don’t stick as well as stories. “Let me tell you how we did this for another customer…” makes an idea come to life in a way that “Per my last email…” never will. A little humor, especially if it’s self-deprecating, can tear down walls. No one expects you to be a stand-up comic, but a smile may make a difficult day feel like a small bump in the road.
It’s not about showing off when you really care about your clients. It’s about being dependable, kind, resourceful, and sometimes even answering a concerned customer’s email late at night. Talk to them like you mean it, and treat everyone like you’d want your favorite aunt to be treated. That’s a rare thing in business these days, and it’s like gold dust for the strong relationships that every business wants.
