Professionalism isn't simply a theory, it forms the backbone of trust, reputation and long-term client relationships.
Every client interaction offers the chance to make an impressionful statement about your brand. Every detail matters when creating lasting client relationships. And you can believe it, people remember them.
People remember how you greeted them, the tone of voice you used, or even the font chosen in your proposal (never use Comic Sans, just FYI).
Where should we draw the line between casual approachability and strict formality? What are the important client contact points where professionalism must be upheld?
Your inbox can often serve as the first point of contact between yourself and a potential client, and how you craft your emails is an effective indicator of whether you can be trusted as a professional (or lack thereof).
Crafting effective emails requires more than flashy fonts or poetic intros. Clarity, structure, and tone are just as important in conveying messages efficiently.
- Keep It Structured: Make sure your email is structured using friendly yet professional greetings (Dear [Name], or Hi [Name]) and finish off with an explicit call to action or summary statement. Bullet points or numbered lists can help keep things on point. Nobody likes reading what could turn into an endless essay.
- Tone Is Everything: Strive not to sound robotic or too casual. A "Hope you're well" statement would be appropriate. Saying something like, "Sup dude", however, could come off as unprofessional and even bizarre.
- Grammar Police Standing Tall: Misspelling or grammar mistakes should never go undetected, so get Grammarly or another colleague to proofread your work before sending.
- Be Prompt But Thoughtful: Be prompt but consider when responding. A hasty response could save time but damage your credibility.
Emails don't just send words into cyberspace, they often serve as the initial "digital handshake." So make it firm.
Telephone Calls: The Old-School Touchpoint
While emails and instant messaging may have their place, don't underestimate the power of well-handled phone calls as an old-school touchpoint.
- A successful call requires diplomacy, an empathic tone, an unflappable attitude despite potential background noise issues, among other things.
- Use an Answering Service: Don’t let voicemail be the first point of contact. Using answering services like Answer4u can give your company more professional credentials and assure customers their calls will be promptly and professionally answered, even when your office is closed or you have other commitments.
- Listen Twice, Speak Once: To become truly exceptional professionals, one should not only actively listen to what clients have to say but also avoid interrupting or interjecting when answering long or repetitive inquiries from clients.
- Control Your Environment: Loud distractions such as barking dogs or background chatter can make calls awkwardly ineffective. Always find a peaceful, professional setting or use noise cancelling technology when possible to achieve maximum success with calls.
- Follow-Up Matters: Following each call, show that you value their call by summarising their conversation via email and providing a paper trail for their records. Doing this shows them that their time was truly valued.
Meetings: Whether Virtual or Face-to-Face
Meetings provide an ideal venue to display your expertise and professionalism. But mistakes made can leave impressions that last far longer than any “good deed”.
Face-to-Face Meetings
- Dress to Impress: While dress codes vary based on industry, always err on the side of formality until specifically instructed otherwise. It's better to bring an extra tie or jacket than regret not bringing one at all.
- Punctuality Equals Respect: Being late to a meeting signals a lack of respect for the client’s time. Arrive early and use the time to review your notes or observe the client’s office atmosphere.
Virtual Meetings
- Set the Stage: For maximum credibility and effectiveness in virtual meetings, ensure a clean, professional setting without unnecessary distractions such as virtual backdrops that may appear trendy but should never look as though you're dialing from outer space.
- Tech Check: When testing equipment before meetings, ensure it works flawlessly. Poor audio or an internet dropout during an important exchange can not only be embarrassing but may also diminish its impact.
- Stay Focused: Looking off-screen or fidgeting during a call can indicate disinterest; instead, make eye contact with the camera, remain attentive, and avoid multitasking during calls.
Professionalism at every client touchpoint isn't just nice to have (or know), it's important for building trust, forming long-term relationships and unlocking success.
By following these tips you can ensure every interaction between your company and clients leads to mutual satisfaction and growth.
