For years, customer service gurus have advocated that even while communicating on the phone, it is important to smile, as our body language can be communicated through telephone lines. A smile can lighten up a tense situation, increase connection, and indeed, it is important in building relationships. How can you SMILE virtually and so stay connected with your network, prospects and clients?
Set the Tone. As you communicate via email or social media tools soften your message. Be warm, not stiff, sarcastic or overbearing. For example, do you use the same complimentary close? Vary it within the limits of professionalism. What is your wish for your client today? Include that in your close. How do you project yourself in your writing? Ask a colleague or friend for feedback and make adjustments where necessary. Above all make it personal and be genuine.
Maintain contact. At times we become so preoccupied with growing our business that we neglect to follow up on our initial contacts and prospects. Some time ago, I met a prospect who had previously showed an interest in my services. He enquired about my business growth and I updated him briefly on my business goals and direction, only to be told that just a few weeks ago he had engaged a party to provide a service which I was offering. He was apologetic that he did not have my contact details at the time, as we had been out of touch. Do not let that be your story.
Interact. I mean, really interact. Do you follow on Twitter simply for following sake, or do you recognize opportunities for creating connections? Is there something you can share with your followers today? Then interact. Send and respond to messages privately, too. These are opportunities for real connections and relationships. Treat your contacts like they really do matter, because they do! Remember that Please and Thank You are not outdated, and above all, that relationships lead to retention.
Leverage and learn. Make the most of your brand and personalize your message by using social media and consistent branding. Aim to deliver consistent quality in content, products and services. Be willing to learn from your interactions and networking; and recognize the contributions of those who have enhanced your understanding and encouraged you to grow.
Engage. Identify what type of consumer you are dealing with and engage that person at that level. Some of consumers are watchers, others are sharers, commentators, or creators. Yet, a consumer will not necessarily remain a watcher. Draw in the sharer by inviting his contribution. With a suitably targeted campaign a consumer can move from one group to the next.
A smile points to positive emotions. When was the last time that someone smiled to you and you did not return the smile? It is one of the most pointed gestures which very often cannot be ignored, and is very often reciprocated. A SMILE will go a long way in growing your virtual business and in engendering positive emotions in you and your clients. So today, stay connected virtually, and SMILE.
Eunice Nisbett invites you to visit http://savvyvirtuals.com to find out how she can become your innovative virtual business partner.
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