How would you rate your business’s level of communication with your clients?

As a professional coach, communication skills – including active listening skills, are essential in the work that I do. It’s critical that I not only hear what my clients share with me, and the underlying message, but that my client feels heard. This is true for all professions, yet many professionals have not been trained in, and don’t practice these very critical skills.

From a customer experience perspective, I recently had two less than positive experiences when speaking with two different doctors’ offices.

I have been trying to schedule an appointment with a specialist for over one month. I left several voice mail messages to a greeting that states “Please only leave one message; we check our messages regularly and will get back to you within one business day.”  After leaving my second message, I received a reply requesting that I acquire information from my primary care doctor. There was a need for clarification so I called the specialist’s office back and after five attempts, I finally reached a live person to whom I explained my needs. Although she wanted to redirect me, I pleaded with her to help me. She didn’t want to, but she said she would follow-up with my request. It’s two weeks later, I have not heard back. I’m a frustrated patient who feels unheard and unimportant. And yet I would love to help this doctor’s office improve their patient experience.

My next experience was in communicating with a front desk person at an oral surgeon’s office, on a couple of occasions. During each conversation, she interrupted me mid-sentence thinking she knew what I was going to say, in which case, she didn’t. She sounded rushed and clearly was not using active listening skills. These experiences negatively impacted my impression of this oral surgeon’s office, yet I would love to work with this office as well to help them improve their patient experience.

Communication skills, including, and likely most important, listening, are essential skills for delivering a positive customer experience as well as a positive employee experience.

What perception do you want your clients and your employees to hold of you and your business? What do you want to do differently to enhance the experience of your customers and your employees? What are possible ways for you to make positive change in your business?

If you feel communication is a challenge in your business, I lead workshops on communication skills as well as work with individuals one to one. I would be thrilled to work with you and your team. Or, if you know of a business that could benefit by working with me, please pass my information along. I am passionate about helping businesses prosper and grow, and communication workshops are only one of the many solutions my clients turn to me for. I’m excited for what’s next for you and your business and would be honored to be a part of that! I look forward to hearing from you.