In one of our recent articles, we discussed some strategic communication tips for the preorder phase to help you win the sale and establish a good foundation of professionalism and rapport with your buyer. It’s important to understand that while good pre-order communication is important, your communication work doesn’t just end once you close the sale. Maintaining clear and positive correspondence even during the order plays a key role in your buyer satisfaction. Let’s dive into what qualifies as good communication during the order.
First off, think of order communication as holding your client’s hand and guiding them through each step of the way. In the beginning, provide a brief overview of what they can expect. Cover revisions, delivery process, ratings, and anything else that might be pertinent for them to know.
Furthermore, don’t assume your buyer knows everything you’re doing on their order. Though it may be tempting to simply focus on doing the work, it’s equally important to communicate any progress updates to them. For longer projects, periodic check-ins after significant milestones suffice, while daily updates may be best for shorter-term projects. Updates can range from brief notifications of completed tasks to sharing drafts or screenshots for feedback. Keeping them in the loop of your progress fosters buyer confidence and can help you detect early issues, giving you a chance to course-correct before the delivery.
Lastly, with every interaction with your buyer, pay attention to professionalism, politeness, and effectiveness. All of these things are considered when evaluating your communication metrics.
Delivering an exceptional buyer experience extends beyond providing a quality product. Always aim to be responsive and communicative with your buyer throughout the order. Doing this will instill their confidence in you and set you up to receive positive ratings, a high success score, and even repeat business.
