Small Talk - Blog by Houratious Albert

7 Practical Tips for Customer Engagement Here are a few practical and high impact tips that I have learnt and used multiple times to enrich customer relations. 1. Stating the obvious Most people who make decisions are under some sort of pressure to come to a conclusion. Some like to think through and come to a conclusion, but more often than not decisions come out as a response to something as opposed to a planned outcome. It always helps to call out the obvious impacts of a decision even if you think the customer is experienced. Here are two examples: Delay of work due to reprioritization: This is a frequent one in projects. Change of mind on priorities can have a flow-on effect for current work underway. Paraphrasing as "So, just confirming, you want us to stop working on X and start working on Y" has several times had the customer come back with "Oops, no no, I thought we can get both done on time. Thanks for calling out." Addition of cost due...