Episode 1221 – Stop Sounding Like a Robot: Authentic Communication Tips for Business Owners
Build Trust, Not Scripts: Tips for Handling Customer Inquiries
In a recent coaching session, Mike Campion shared invaluable advice for small business owners looking to improve their customer communication. From handling inquiries about cleaning services to understanding customer needs, his insights were a masterclass in human connection. Here’s a breakdown of his tips.
Speed Matters, But So Does a Personal Touch
Mike emphasized that responding quickly to leads is crucial, especially for online services. However, he cautioned against sending robotic, overly formal messages. For instance, instead of a generic response like, “Thank you for contacting us,” personalize your replies. If someone mentions a specific need, acknowledge it directly. This builds trust and shows you’re truly listening.
Keep It Real in Conversations
Customers want to feel heard, not handled. Mike compared responding to leads with dating—you wouldn’t text a potential partner a stiff, pre-written message! Instead, ask genuine questions and keep the dialogue simple and human. For example, if someone says they need a cleaning service for a three-bedroom house, start by asking about their timeframe or location. Authenticity wins over formality every time.
The Power of “What’s Next?”
When faced with pushy requests like, “Just give me a price,” Mike suggests reframing the conversation. Explain why you need more information to provide the best solution. This isn’t about refusing service; it’s about setting clear expectations. By asking, “What would you like to see happen next?” you turn the discussion into a partnership rather than a transaction.
Tough Customers? Educate, Don’t Frustrate
Many customers default to asking for hourly rates or the “best price” because that’s what they’re used to. Instead of getting frustrated, use these moments to educate them on your value. Mike highlighted that customers seeking your services are often dissatisfied with their previous experiences. This is your chance to show them how your approach is different—and better.
Build Systems to Serve, Not Sell
Ultimately, Mike’s philosophy is about serving customers, not strong-arming them into your system. By showing empathy and prioritizing their needs, you demonstrate that your process exists to create the best outcomes for them. Whether it’s a quick text exchange or a detailed phone call, the goal is always to solve problems in a way that leaves them feeling cared for.
Mike’s advice reminds us that business isn’t just about selling services—it’s about building relationships. Apply these tips, and you’ll not only win more customers but also create lasting loyalty.