What to say to customers online

Speaking to you customers, online

Are you having your say? 

To be or not to be… that is the big question William Shakespeare addresses in Hamlet.

Shakespeare – also known as “Bill the Hard Bard” in some parts – understands the turmoil and conflict in making big decisions. Especially when it comes to defining who you are.

After all, defining who you are, particularly your online presence, is something most brands struggle with. And, of course, things can change with time.

We want everyone to like us. But the reality is we can’t appeal to everyone.

So how do you reach the people you want? How do you maintain long-lasting relationships with your customers? How do you get people genuinely interested in you?

"Whatever you are, be a good one." – Abraham Lincoln

Yes, there are some quick ways to drum up attention, but they usually do not last or work in the long run.

What works is accepting who you are and recognising who you want to attract.

Follow these two guidelines and you will be in a position to stand out from the crowd.

Be true to thyself

How do you chat with people?

Would you use the word “chat” or would you prefer a more formal expression, such as “speak” or “communicate”?

Are you formal or casual?

Keep in mind there is no right or wrong approach with how you talk to your customers.

Whether you are someone who dresses in a sleek business suit or likes showing off their collection of novelty T-shirts, the way you first interact with a customer sets an important foundation:  

People will come to expect how you speak. They will learn to trust it as you. Whichever you choose, it is important you keep it consistent.

Here are some benefits we noticed when taking the formal or casual approach with your customers.

Formal language:

  • Demonstrates you are professional with your verbal and written responses
  • Supports the importance of the situation
  • Leaves nothing to be misinterpreted.

Casual language:

  • Provides a sense of closeness and authenticity
  • Allows you to be playful, reinforcing your personality
  • Makes you approachable, people feel comfortable
  • We personally like to fuse the two approaches, with a little more emphasis on the casual side.

Sometimes being too formal can create the feeling of hierarchy – or so we’ve been told –   whereas we find speaking casually shows camaraderie and can sometimes uncover shared interests.

As mentioned before, there no right or wrong approach with your communication style, but there is something wrong if you are trying to sound like something you are not!

Friends, Romans, countrymen – lend me your ears  

Who is your ideal customer?

We mean besides the rich person ready to plunk down everything they own and have on your product or service – that customer would be awesome, no lies there. Yet, you cannot rely on a rare few.

So, close your eyes and think about the types of people who NEED your goods.

How do these people speak? What do they like?

To really connect with someone, you need to speak their language.

Try to understand as much as you can of your customers’ interests. Build a profile. Just don’t get arrested stalking them!

Talk to people interested in your services or products. Ask them questions, such as:

  • What problem needs to solved?  
  • What do they look forward to?
  • What do they want most from your service or product?

Pay attention to how your customer reveals their needs, wants, and concerns. Take a closer look at the language they use. What is your common ground? Want to find out more about ideal customers?

All the world’s a stage…

So are you using the right dialogue? Do you have the right crowd?

Consider your language style and who you are talking to. Nailing this means you can soon pack the house and build a fanbase. People who cannot wait for your next release.

If you need help finding your voice or want to talk about approaching the right customers, get in touch. We’re just an email or phone call away!


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