The truth is that communication in today’s corporate world can either make you a star or make you look bad in front of everyone. It all seems simple at first: say what you mean, write what you think, and nod at the correct places. But if you look deeper, you’ll find a symphony playing under the boring stuff. Send a message that doesn’t make sense? People stop paying attention, decisions go wrong, and initiatives become stuck. But make sure to make your points clear. A spark will start, momentum will build, and you’ll be OK. More on Serge Robichaud
It’s not enough to just read Slack messages at lightning speed or write emails full of jargon to make communication count. It’s about being clear—saying things in a way that a five-year-old might understand. It’s an art to know when to send a bulleted list and when to write a full, meaningful response at the conclusion of a busy week. Even if they’re rough and not flawless, conversations are important.
Now, let’s talk about listening, which is the other part of the dance that people often forget. Waiting for your chance to talk isn’t listening. It’s like putting on someone else’s shoes and walking around in them to see where they hurt. People want to be listened to. They want people to see what they’ve done, calm their concerns, and listen to their great ideas. Giving a pre-written, copy-paste answer? Forgettable right away.
Sometimes, to communicate well, you have to disagree, but do it in a respectful way. It includes uncomfortable pauses, harsh criticism, and being able to read between the lines. Body language, emojis, and even that little delay before someone answers all sing. Listening to those strange notes can tell you more than any other PowerPoint deck ever could.
Let’s go on to customer service, which is another phrase that gets used too much. It has to be more than just pursuing contracts, filing tickets, and giving away branded pens. Companies that do well treat customers like individuals, not just business. That’s the magic ingredient. Clients want service that changes to fit their needs. They want check-ins that are honest and easy. Maybe a call before things become worse, or a quick fix for a headache that won’t go away.
Responses that are templated feel cold. Real caring means doing something nice for someone before they ask for it, like sending a handwritten thank-you note when computerized ones get old. In the middle of turmoil, the best thing you can do is be cool and steady. The kind of calm that clears up misunderstandings, sets priorities, and calms people down with just one phone call.
Relationships are important. Being reliable, having a good personality, and being kind in a way that is old-fashioned are the best ways to earn a client’s trust. People are clients. They joke, mess up, become anxious, and celebrate big events. Every time, remembering that is better than any workflow automation.
To keep up, both communication and service need to be changed all the time. The finest pros know they will fail. They can read the room, change their minds fast, and try again. They don’t just follow best practices; they change them, rewrite them, and throw them away when they don’t help actual people.
Business will never be easier. There is noise, there is stress, and yes, there is an existential crisis every now and again at 3 a.m. But what makes a successful business great? Communication that works and service that connects. Talk in a clear way. Be honest while you listen. Be nice to other people since their day might rely on it.