Video: Conversational tone in client communications
Speakers: Steven Ramirez
Description:
We’ve seen organizations focus on delivering an excellent customer experience, but then overlook one critical area. The product meets customer needs, the organization is easy to do business with, but client communications are cold, and maybe even off-putting. Not only does this distract from the message, it can erode the relationship. Here, BTA talks about using a conversational tone in client communications. And check out our blog post with additional tips. http://bit.ly/KeepItConversational
Transcript
I am Steven Ramirez I am the CEO of Beyond the Arc and today I wanted to talk to you about tone in client communications.
We often talk about putting it in a conversational tone but what does that mean?
So first of all I use a standard of actually reading what I wrote out loud that way you get us to hear what it sounds like versus what it looks like on
the page.
The second thing I always do is I try to think about having a conversation with someone who is not really sophisticated in financial services and I think about how might I describe for them the current situation and more importantly to understand the actions that they need to take.
But I think by putting a human face on it and connecting it with someone that you know and realizing that this is a smart person they are they are well educated
but they still appreciate you taking the time to explain the context and the implications for them.
I think the third thing the last tip in this quick video is trying to keep your sentences short don’t go don’t go on into long discussions of topics try to get to the point as quickly as possible and I think that with those quick tips reading it out loud thinking about someone and having a direct conversation and trying to make it short and sweet now that you’ll find that that’s how you start to translate this idea of a conversational tone into your writing for client communications.
Again, I’m Steven Ramirez I’m with Beyond the Arc thanks again for joining us today
[Music]