If you’re a local business owner, then you’ll know how vital it is to keep connected with your current or potential customers. You also want to find out the latest news and developments as a consumer, too. However, you may not be sure how you can connect with those who are vital to your brand.


There are plenty of hints and tips that you can take note of, so when you’re in contact with customers, you can communicate with them effectively – and in the best way for your message and their needs. Here are some of the ways you can do this with your business.


Make customer service your priority

One of the main ways you communicate with a customer will be by providing great customer service. You can’t afford to ignore this as a business. Whether you’re communicating in a physical store, online or on the phone, you should have someone available to listen to a customer’s queries. They should also help your customer to solve their problem, and to address them politely. So if you have someone who wants to customise an order, for instance, you should accurately guide them.


Be personal

Make sure you keep your communication personalised, no matter how you’re connecting with customers. Find out their names and shopping preferences, for example. Relax and carry on your conversation with them, rather than being rigid, and ask how they’re doing before going into your sales pitch. You should still be personal even if you’re using digital channels: people want to know when they’re speaking with a real person rather than a robot.


Be available on multiple channels

Your customers should be able to contact you whether you have a physical store or online business. They expect to be able to communicate with your brand easily because they can access so much. They want options, so you could consider choices such as email, phone, or even social media.


You may even wish to send out automated messages and receive responses across multiple communication channels, which you can do with programs such as boomerangmessaging.com. Not only will options such as this enrich the customer experience by creating frictionless engagements, but they also improve your efficiency.


Keep your customers informed

You should keep your customers up to date with any developments that may involve them, especially if there are any service interruptions or problems. You should also keep them informed if there’s nothing happening, either – for instance, if you’ve contacted someone (e.g., a vendor), and you still haven’t heard back from them.


If a customer has contacted you, then you should confirm you’ve received it even if you’re still processing it. This gives them one less thing to worry about. Also confirm once an issue has been resolved, so they won’t be frustrated.


Actively listen

Have you ever spoken to someone who hasn’t indicated they’ve heard you? You should avoid doing the same. It’s imperative that your customers are aware that you’re listening to them, as well as actually listening. React to and be involved with what they’re saying; this will create a better impression.


Founder of Paisley.org.uk in 1998 and constantly strives to change peoples attitudes to the town, Brian is a self described Paisley Digital Champion who promotes Paisley via any means necessary. You can also follow me on X