How to build a customer relationship in English.
We don’t need to explain to you how important long-lasting customer relationships are. Here are some tips that will help you confidently approach each client in English so that they greet you with open arms every time.
Emphasize the common goals
For a long-lasting relationship, the key is to become a team. Therefore, use the pronouns ‘we’ and ‘our’ to emphasize that you’re working towards a common goal.
- Let’s get to work on our planning.
- How can we reach this goal?
- We’ll do what it takes.
Gather feedback and confirmation
In order to be proactive and not reactive during projects, and therefore catch issues or identify need for changes more quickly, you need to check in regularly with your clients to gather feedback.
Here’s how to do that:
- I wanted to check in/follow up with you to see how the project is progressing. Are you happy with these changes/this step/…?
- Could you confirm that these are still the current priorities?
- Is there anything we can improve to better meet your goals/needs?
Avoid ‘you said/I said’
Misunderstandings or miscommunications happen, and when they inevitably do, it might be tempting to contact the client saying ‘you said XYZ’ when trying to clarify the situation.
However, this may quickly turn into a round of blaming and pointing fingers if the situation is a stressful and difficult one.
Use phrases like:
- From our last conversation, I understood that…
- Based on our previous meeting, I was under the impression that…
- Could you clarify this?
Personalize your language
If a client keeps their distance, it’s best to stick to a more formal style of communication. The opposite is true for a client who prefers a more personal approach.
Here are some formal and informal variations of common phrases to choose from, depending on how your client prefers to communicate.
Formal
- How are you?
- Could you give me an update?
- I wanted to inform you…
- Don’t hesitate to contact me.
Informal
- How's it going?
- What's the latest?
- Just to let you know...
- Feel free to give me a call at any time.
More tips on sales in English? These articles might also interest you:
- How to negotiate in English
- 50+ key phrases to help you with negotations in English
- Negotiating in English: words to avoid in sales
- How to show empathy during salesmeetings in English
Do you need help for your sales negotiations in English?
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Together with your coach you will prepare your negotiation, broaden your vocabulary, practise standard phrases until you can negotiate in English with complete confidence.
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