Today our customers trust us more than ever and have much higher demands. After all, we are the IT people, the experts. We must provide a one stop shop for all of our customers. If customers had the technical knowledge, we wouldn’t be needed. We must not only possess the technical skills, but also the skills to communicate effectively with our customers, both internal and external. Why should we have great communication skills in our arsenal? We do not go into IT to address customer service concerns. The reality of today’s IT market is that we are not only expected to stay on top of the latest technological advances, but we also need to be able to clearly convey the 5 “W’s” so that our customers see that we have not only addressed their concerns; but to make them feel as if they have received some value-added benefit. Let’s face it, although we all have different skill sets and talents, at the end of the day the result is equivalent to any developer.
What sets one IT company apart from another is how we present information to the customer, and whether they feel the benefit they receive is worth our paycheck. Delivering results is no longer what impresses a client, anyone can do it, it is the expectation, not a luxury.
This article will reveal several tips that are incredibly easy to implement and will not only win a customer’s business, but keep it for years to come. With little to no expense, you can wow your customers and reduce unnecessary time spent making corrections.
We hope you enjoy these tips and consider implementing them into your daily routine to make a positive impact.
How does this affect me?
If you’re not getting great reviews from your customers and repeat business, something is being lost in translation.
A Harris survey of hiring managers shows that 77 percent of employers consider soft skills to be just as important as technical skills.
Now that we have correctly identified the problems, it is time to find a solution. What skills exactly do we need to work on?
It’s no secret that IT professionals embrace jargon. After all, speaking in “code” keeps us relevant and makes us sound smart. The problem is that sometimes we forget that we have to get rid of the jargon. Translates information into “plain” language. If this seems like too much of a challenge, consider reassessing the information as if you were going to teach it in a high school or college class. Check understanding. Ask your client if he or she is following what he is saying. Another great way to check for understanding is to ask the client what she thinks or how she sounds so far. This advice will go a long way. If they don’t understand, they’ll most likely tell you that they’re paying you a generous fee for your services after all, so you don’t hear the alphabet in the wrong order. “The people who will thrive are strong technologists who are able to translate their expertise into terms that non-technical people can understand.” -Ben Gaucherin, Harvard University
Role play meetings and presentations with co-workers.
You wouldn’t say a project is complete without testing it, would you? It’s a great idea to do a “drill” with coworkers or even your family if it’s allowed. Ask them to ask questions that you can anticipate, or if they have any questions. Pick the most brutally honest coworker to ask you a few questions or concerns, also ask them what they liked about the presentation.
Take a public speaking class and join a meetup group
Most likely, you are not the only person interested in personal and professional growth. Classes and groups provide a great opportunity to brainstorm with other professional groups, will often give you plenty of networking opportunities, and are localized and even specialized so you can discuss any topic relevant to the area you’re in. works.
Keep your skills sharp
We have established that communication can be a problem in the IT world. Communicating outdated information ineffectively can only lead to imminent death. Be sure to stay ahead of the curve to avoid the pitfalls of being (or becoming) irreverent.
Your call to action
Effective communication in the workplace is essential for success. The success of communication between whether a customer chooses to become a valued repeat customer or continues to ride the price wave; giving their allegiance to the lowest bid. Today’s consumers have a much greater advantage than just a few years ago. They expect not only quantity, but also quality. You would probably expect the same if you were in the same boat. Taking simple steps to improve communication will not only provide an immediate benefit in the quality of the work done but in the amount also. The productivity factor will most likely increase as a result of not having to fix problems caused by miscommunication. Not only will your customers be happy, but it will also make the business climate and revenue charts happier.
