Less Talking, More Doing: Real Communication And Real Client Service In Today’s Business

Take a moment to think about the last time you read an email twice because you didn’t get it the first time. Did it have a lot of jargon in it? Did you make sure it was really for you? Messages are flying all over the place in today’s business world—Slack pings, Teams calls, and threads that never stop. When things are translated or buried in a digital avalanche, it’s possible for their meaning to get lost. It’s not enough to just get your point across; you have to cut through the cacophony like a hot knife through butter. Serge Robichaud shares practical strategies for mastering communication in today’s fast-paced corporate world.

Use simpler terms at first. Many people think that having a lot of words means you have a big brain. Spoiler: It doesn’t. You can get more done with short words, snappy sentences, and a little humor. Get rid of the flashy bullet points and five-paragraph introductions. Your coworkers remember the jokes you made about Monday mornings, not the analysis you did on the spreadsheet. You might be onto something if a meme can take the place of your 2 p.m. Zoom summary.

The secret that everyone knows? Talk less and listen more. Silence can be golden, especially when someone on the team has to vent over another change that a client asked for. Don’t feel like you have to fill every break. Sometimes, the simplest answers are the most helpful. For example, “I see your point” or “What would help you the most right now?” You don’t always need to know the answers. People want to be heard in the business world.

In virtual discussions, body language is an underappreciated superstar. A fast thumbs-up emoji or turning on your camera can make a dull conference call more interesting. A nod, a grin, or even that uncomfortable wave at the incorrect screen—these little things help people connect. They reply, “I’m here, I understand, keep going.”

Let’s change the subject to customer service. That statement is used so often that it sounds like music in an elevator. But you can tell someone is really dedicated when they pay attention to the small things. Did the client say they don’t like getting calls early in the morning? Change the time of your next meeting to 10 am. No big deal. Did a consumer stop talking to you after you gave them feedback? Send them a note, but make it personal: “Saw this article and thought of your new project,” not “I’m circling back to touch base.”

When you remember things like clients’ anniversaries, favorite snacks, or how their latest product launch went, they notice. It’s like your barista knowing what you want to drink. You are no longer just a service provider; you are now their business partner and, in some cases, their lifeline when things go wrong.

Empathy is the most important thing. It doesn’t cost anything and builds trust. If you make a mistake, admit it. Most of the time, clients care less about mistakes and more about getting things fixed quickly and honestly. “We missed the mark.” This is what we’re doing to make things right. That level of honesty builds loyalty faster than a generic discount code.

There shouldn’t be a lot of jargon in communication, and customer support isn’t just about closing tickets. In businesses where competition is fierce, being clear when you talk and patient when you listen will help you stand out like a lighthouse in fog. Be authentic, act like a person, and tell a joke or two. All of a sudden, you’re not just working; you’re also building connections that last.