As a business owner, the list of priorities can seem endless, and the advice can be overwhelming. However, getting the basics of business communication right can make a huge impact on your reputation and, ultimately, your bottom line.

Amazon founder Jeff Bezos once said, “Your brand is what people say about you when you’re not in the room.” Small changes can make a big difference in how customers perceive your brand and their overall experience with your company, so it’s important you pay attention to the details.

Consider the scenario of fictional couple, Annie and Mike, who invite their neighbours, Tony and Michelle, over for drinks and a BBQ in their newly landscaped garden.

After chatting, Annie and Mike discover Tony and Michelle have also recently engaged a landscaper to work at their property. However, the couples have had vastly contrasting experiences with their local landscaping companies.

Tony and Michelle share they’ve had a stressful time dealing with their landscaper, particularly around project scope creep, lack of detailed plans, timeline details, and the final bill. They’re warning their friends against using the company. Meanwhile, Annie and Mike had an amazing experience and happily shared their satisfaction.

What did Annie and Mike’s company do right, and what did the unsuccessful one get wrong? Improving communication can make a real difference in the customer’s overall experience.

Here are four small ways to enhance communication practices, which can ensure your business maintains a positive customer experience, and that your customers say great things about you.

Ditch the jargon:

Avoid using industry-specific terms when communicating with your customers. Simplify your language and gradually introduce technical terms as clients become more familiar with the process.

Be one step ahead:

Proactively provide information to clients, ensuring they don’t have to chase you for updates. Managing expectations and keeping clients informed about the process can alleviate their concerns and reassure them that everything is being taken care of.

Avoid radio silence:

Continuous communication is essential. Radio silence can lead to uncertainty, causing clients to imagine worst-case scenarios. Even when issues arise, be honest and transparent and communicate promptly with the information you have, demonstrating your commitment to addressing concerns.

Be an active listener:

Show empathy and actively listen to your customer’s questions and concerns, emphasising that you care not only about the end result but also about their experience throughout the process.

By focusing on these small but impactful changes in communication, businesses can greatly enhance their reputation and customer satisfaction. These simple practices can contribute to a positive brand image and ultimately lead to a more successful and well-regarded business.

Business is competitive and paying attention to the small things can set your brand apart. By prioritising effective communication and customer experience, businesses can build a strong reputation that resonates positively with their target audience.