by Lisa Lai

Created on: June 17, 2009   Last Updated: June 21, 2009

A small business is a series of personal relationships and therefore great communication is vital for its success.

Communication tips for securing good relationships with your clients.

1. Stop selling and listen

We have all heard it said before: You have two ears and only one mouth for a reason. You should be listening twice as much as you should be talking. Learn to listen carefully. Learn to take great notes. Use questions effectively. Endeavor to really understand what your clients needs are and fulfill them.

2. Be a problem solver

All too often, when a problem arises business owners and clients attach themselves to their proverbial corners as if in a boxing match. The old adage win the battle but lose the war comes into play here. Maybe your client isn't the most effective communicator but when a problem arises, try to work with your client to find a solution. Then take that experience and learn from something. Look for ways to eliminate the same problem in the future by improving how you do things, for example: being a better listener, note taker, or question asker.

4. Deliver

I don't mean set up an expensive delivery service. It simply means DO WHAT YOU SAY YOU WILL. No one wants to be told their job will be ready Thursday only to call Thursday and be told we've changed it to Monday. Trust is very important and if you don't stand behind what you say, even in the most casual of utterances the trust your clients put in you will be diminished. You will jeopardize your business relationships and undo the good work you are capable of.

Another part to doing what you have promised is calling the client even with bad news. Too often, people are reluctant to call their clients with the bad news and put it off until the client contacts them. This is immature and unacceptable for a business person.

3. Personal appearance

In this article I am trying to impress the importance of the personal relationship in business. Basically when you operate any size company, the more people want to deal with you or are simply comfortable with you, the more job security you will achieve. As a business owner you have a larger stake therefore should be extra motivated to make yourself appealing.

Cleanliness can not be overstated if there is any inperson interaction. Dress neatly and as cleanly as possible. This nonverbal communication can be as important as anything you say.

Ask for feedback in this area if you are unsure, but by all means, shower AT LEAST once a day. Wear clean unwrinkled clothes that fit correctly.

That being said, let me give you an example of a small business owner with everything working against him who is still able to maintain his success.

My auto mechanic has black fingers and a greasy jumpsuit. He also doesn't speak English very well. But he still applies the above principles. He understands cars. When I tell him what is wrong he assures me he can fix it and does. When I pick up my car it is spotless and ready when he said it would be if not earlier. He isn't rude and he doesn't waste my time with his own personal chatter. When I take my car to him, he is polite, respectful, and best of all keeps his grease off my personal belongings, including my car. I trust him and he and I have a good rapport.

We don't have to be born into every ability and this information does not only apply to people in a nice clean office. Do the best with what you have and always look for ways to be more appealing to the clients you want to attract and keep. Then what success you have had in the past will continue to grow.

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