We Can Hear You Now! How to Keep Business Communication Crystal Clear.

While the adage is true, “watch what you say,” it’s equally important to consider how and where you say it, too. The success of your small business relies on professionally-executed communication. A strong combination of the what (content), how (style) and where (channel) in your communication will prove triumphant and productive for your brand.

SAY WHAT? You receive an email from a colleague who needs a favor. It includes a lot of slang and ends with “know what I mean?” And you think to yourself, “no, I have no idea what you mean!” It’s common practice to be too casual when we communicate in professional settings. Perhaps, it’s in an effort to appear cool or suggest that something is “no big deal.” The thing is, if we don’t understand what's being requested, how can we judge if it’s a big deal...or not?

1. Do your best to not leave someone guessing. A request to edit a budget shouldn’t be comparable to working through a Sudoku puzzle. Take time to be clear and concise. Personalities, gender, age and differing levels in the office hierarchy can all affect someone’s interpretation of your message.
2. Be mindful and considerate of punctuation (it matters) and animation. Emoji’s have a time and a place and ALL CAPS almost always get lost in translation.
3. Invite opportunity for follow-up and or feedback. For example, ‘great job’ is vague. ‘Great job on that sales pitch -- it was engaging and inspirational’ is clear and constructive.
4. Don’t assume. If in doubt, leave it out. Your sense of humor is not a carbon copy of your co-workers’ and there is a good chance they’ll be left wondering, if you were kidding. Save your stand-up routine for friends and family.

MORE THAN WORDS. Successful exchanges aren’t just the content you deliver. Your reception, willingness to participate and reaction are all factors that play into effective communication.

1. If you say you'll be “available,” it’s important to also be approachable. Wearing headphones when you’ve said you’re ready to help, sends mixed messages. However, if your door feels like it’s forever revolving, think about posting and hosting Office Hours. Set aside time when people can come by to see you. It’s flattering to be popular but you’ve also got work to do, we get it. Being organized about communication doesn’t downplay its importance. People will appreciate and respect your time, too.

2. With that said, not all office interactions are perfectly planned. Even if it’s spontaneous, people will leave a conversation with a formed perception. Take a deep breath or ask if they can come back in 5 minutes, so you can tie-up loose ends before chatting. That prep-time could prove valuable in managing and maintaining a relationship and make a positive outcome more likely.  

3. Body language sends people a nonverbal message. If it’s poor, the communication can lose a lot of its value. Pointing fingers and folding your arms are negative behaviors. Also, a lack of eye contact during conversation is a no-no. Your facial expressions or lack thereof could leave someone feeling disrespected. Regardless of your role in a business, being engaged and focused on the other party will leave them feeling relaxed and empowered instead of perplexed and disregarded. Do unto others as you’d want done unto you.

TUNE IN. The channel you choose for your communication plays a hefty role in its success rate. Your medium of choice should match your message. Would you leave a sticky note to address a Human Resources issue? If so -- abort that mission. The sticky note might be easier but not always appropriate or considerate.

1. Technology breathes life into most businesses. But not all platforms are created equally when communication is concerned. Remember your audience when you choose your channel to communicate. Is texting or a group text the best arena for detailed conversation about next month’s big picture project?
2. Social media is a powerful tool but it’s easy to get comfortable using it personally and blur lines of communication professionally. Just because you chat with your co-workers in Whatsapp when outside of the office, doesn’t mean you should discuss Q2 goals there as well.
3. Email is probably your go-to means of office communication, right? Since this is probably true for everyone -- that’s a lot of emails. Keep them to the point, if possible -- one screen long. Make the subject line relevant to the topic(s) covered and adjust it as needed.
4. Phone calls are a dying art -- guilty as charged -- but they do still happen and can be very necessary. Respect others’ time and keep the conversation focused. There’s a (really) good chance neither one of you want to be on the call but it could save you 2 days of email exchanges.
5. Maintaining a face-to-face -- or at the very least verbal -- connection will always hold value in the workplace. Don’t get stuck in a technology rut. Distance making the heart grow fonder doesn’t exactly apply to business. Of course, there will be scenarios where you can’t be in the same place at the same time but making it a habit could create unnecessary friction. Make effort to congregate with colleagues, even if it’s only a monthly event. And if something involves feelings, default to in-person or phone.
6. If in-person meetings are infrequent or geographically challenged, try incorporating an organizational tool into your team structure. Our office uses Trello to communicate due dates, check lists and status updates on projects. It’s especially helpful for collaborative efforts. When you’re working independently towards a common goal, it’s helpful to be on the same page or in the case of Trello, the same “board.” I do caution, a tool like this isn’t a standalone. Communication about expectations and strategies is best left to in-person meetings when possible.

Well-delivered, well-timed and considerately crafted communication saves you time and frustration. Why create a reason to repeat yourself (only more clearly), re-meet, or communicate on multiple channels? I’m exhausted just thinking about it. Not sure what tone or channel is best in a particular situation, take a moment to ask yourself, “how and where would I want to learn about this.” We can hear you now.

BBB’s News and Opinion Blog serves as your source for business topics and industry news like tips on hiring for your small business and ways to grow engagement with your audience using social media. For more information you can trust, visit us at bbb.org/boston, like us on Facebook, or follow us on Twitter and Instagram.

Written by Stephanie Benz, Senior Social Media Associate for Better Business Bureau Serving E. MA, ME, RI & VT.

How to Make Business Travel Less Turbulent

Despite much of today’s marketplace being well-suited for virtual management, in-person meetings and off site events continue to be a component of maintaining and growing your business. Out of town team gatherings as well as conferences or conventions are an opportunity for both personnel and brand strengthening. Before you check your bags, here are some items to check off the “travel to-do” list plus ideas for making your business travel less turbulent. 

BEFORE YOU GO

Plan ahead. Research hotels in your destination city before committing to a stay for your business. Utilize online reviews to get a grasp on their reliability and learn past experiences of other guests who have stayed. Plus, plans can change. It’s always wise to understand a hotel or resort’s policies regarding length-of-stay -- make sure to ask questions on topics like cancellation and penalty fees before you book. Using a travel agent? Agencies can be helpful for package deals and learning about hidden gems but it’s crucial to do your due diligence before hiring an agency to avoid scams and misleading fine print. 

Ask away. Your lodging is in the business of hospitality, afterall. When you book your reservation, make requests that might make your stay more enjoyable. Traveling for work -- especially if across different time zones or jam-packed with obligations -- can be exhausting. Inquire about early and/or late check-in and if your routine includes regular exercise, ask for details on the gym. Does your room have a kitchenette? That’s a score, if so. On a recent trip, mine did and I brought along the ingredients to make my daily smoothie. It allowed me to maintain my morning routine despite not being in my own kitchen. 

It’s all in the details (make sure you know them). Are there multiple team members in the mix? Confirm who will be attending which session/dinner/client meeting, etc ahead of time. It also can’t hurt to familiarize yourself with the layout of the event space and/or area you’ll be staying in. If traveling alone, you could reach out to clients or colleagues in the area for tips and suggestions for staying there. Oh, and cell phone numbers -- you’d be surprised how many employees don’t communicate outside of work. Get co-workers' digits before you hit the road so you can keep in touch if edits and or issues arise.

Pack it up, pack it in. Do you literally sit on your suitcase before dragging it down two flights of stairs? Are you pulling things out of your bag at airport check-in because it’s overweight? Avoid the hassle and pack smart. Try not to (I admittedly find it hard to resist) bring too many options. It’s helpful to bring an extra outfit or two in case plans change but bringing three dresses or shirt/tie combos to choose between for that client dinner will only add to frustration courtesy of extra decision making. The time you spend deciding on what to wear subtracts time from something else you could be doing (i.e. networking, sightseeing or taking a nap). Try on and coordinate clothes before you include them in your “necessities” for the trip. With versatility in mind, take into consideration your color palette. Neutrals are your best travel friend! For example, bringing mostly black pieces of your wardrobe could allow you to get away with one pair of business-ready shoes and leaves room for a more casual or cocktail appropriate pair. Think about wearing the heaviest pair of shoes on the plane to save pounds on the luggage scale.

Communicate. Regardless of the role you play for your business, you’re important. An out-of-office signature on your email is the best way to spread the word with external contacts and a direct email and/or in-person conversation is probably best for communicating travel plans with your colleagues.

WHILE YOU’RE AWAY

Organize from the start. Allow yourself time at the train station/airport to get organized. Separate out items you’d like to work on while in transit. This will alleviate the need to repeatedly access the overhead bin. 

Sounds good. You fully-charged your devices before you left home so you can use them during travel, right? Don’t forget your headphones so you can work without the background noise and/or listen to music to politely drown out that Chatty Cathy sitting behind you. Looking to catch-up on sleep? I never (ever) leave home without ear plugs.

More than you paid for. Upon check-in at your destination, why not ask if there are any free upgrades available? All they can say is “no” and if you belong to their rewards program, you’re considered a preferred customer. IF you don’t already belong to their program, ask to join with the caveat that you’d like a perk during your stay. A suite sounds nice. Or maybe it’s a noontime check out in advance of a late departing flight. 

Sleep soundly. You are where you are for a reason. You won’t be the same or nearly as productive without good sleep. What works when you’re at home? I sleep with a sound machine. When I travel, I use a free smartphone app that replicates it. It kind of feels like home and helps filter out other hotel noises in the night (also, see ear plugs above).

UPON YOUR RETURN 

Pay it forward. Once back in the office, submit an online review for each of the businesses you interacted with. The hotel, convention center and restaurants you enjoyed during your trip will appreciate the feedback on their performance. These reviews allow other travelers to learn from your experience in preparation for their own. You benefited from someone’s feedback and they’ll benefit from yours. In addition, it gives the business you review a leg up on their competition and a stronger presence online. Via InsightSquared:

88% of consumers are influenced by online customer service reviews when making buying decisions and 58% are more likely to tell others about their customer service experiences than they were 5 years ago.

Reach out. Solidify connections you made via timely follow-up. Suggest that you find one another on social media platforms like LinkedIn or Twitter. Remember, networking doesn’t end with an in-person meeting. Provide new contacts pertinent info from conversations you engaged in or topics you enjoyed at a joint-attended event. Keep the lines of communication open after the trip to avoid being out of sight and out of mind. 

Did you know that 7 out of 10 consumers prefer to do business with an Accredited Business? Learn how to become part of a community of trustworthy businesses. If your business is already Accredited, find out how you can update your business online for free with Google and BBB and make it easier for people to find you online. For more information you can trust, visit us at bbb.org/boston, like us on Facebook, or follow us on Twitter and LinkedIn. 

Written by Stephanie Benz, Senior Social Media Associate for Better Business Bureau Serving E. Massachusetts, ME, RI & VT.

How To Write A Professional Email

Email can be an effective tool in business. It allows for efficient communication with customers, co-workers and colleagues in your industry as it does not require both the sender and receiver to be available simultaneously. However, email is often considered informal which can present some difficulty when trying to compose a professional message.

Before drafting an email it's important to consider the following:

• Do you know the recipient? If you do, are you asking for a favor? Or an introduction?  
• If it’s a new professional acquaintance, reference where you met and/or a mutual connection to establish rapport. If it’s an intro you seek, include a snapshot of your company and your responsibilities or communicate via a social site with an internal email [InMail] program like LinkedIn to streamline the pursuit.
• Making a pitch? If yes, get to know your audience. Being familiar with more than just the recipient’s job title is essential for a well-crafted email pitch. Just ask HubSpot.

Often, things like tone can get lost in translation in an email. Approaching your message with the following tips in mind can help avoid miscommunication:

1. Create an eye-catching subject line. It should be succinct and to the point.
2. Time is money. Be brief! You don't want to lose the recipient the moment they open your message. Assume your recipient has a high volume of emails. In the interest of time, they may skim your message, resulting in missed details.
3. Address the person directly and be personable. For example: "Hi Jenn, I hope all is well!" or "Good morning, Jenn!" both address the recipient and exude a tone that will be well received.
4. Speaking of tone. Be sensitive. Are you offering criticism or feedback? Perhaps it would be best addressed in person. Are you worried your email is so concise that it's reading as rude? Close your email with a positive comment or sincere compliment to offset any misconstrued sharpness.
5. Don't include anything you wouldn't want to see as a headline. In today's world, anything you write is just one click away from the wrong hands. Keep this in mind before hitting "send."
6. Watch out for grammar and spelling mistakes. Using shorthand in an email is one thing, but making a grammatical or spelling error can hurt the recipient's interpretation of the message and perception of you as a professional. Proofread your message and then proofread it, again.
7. Be wary of elaborate signatures. When signing off in an email keep things simple. Relying on a corporate logo can be dangerous as they do not always load correctly. Test your signature before you send your message or stick to the basics: your name, title, business and phone number.

Send your next email as an Accredited Business! Learn more about being part of a community of trustworthy businesses.

For more information you can trust, visit us at bbb.org/boston, like us on Facebook, or follow us on Twitter and LinkedIn.

Effective Communication: External

Communication is an essential component to any business and there are many different facets. Last week we discussed the importance of internal communication and its impact on professional relationships. Communication is also imperative to building relationships with customers and potential customers. 

External communication is comprised of not only reaching out to consumers, but also listening to them. In fact, taking the time to listen to customer requests and inquiries can mean spending less time, energy, and resources on acquiring new business. Building a strong rapport with the customers you have will enhance your reputation and bring in new customers based on the word of current customers. 

The best way to do this is by showing your appreciation. Relationships are about equity - it's important both parties feel they are gaining something that is equitable to what they are giving. Sure, customers pay for your product or service and that alone is an exchange, but customers need to feel confident they can rely on your business.  You can make your customers feel valued in four simple ways.

• Be accessible. Do your customers know how they can reach you should a problem with the product or service arise? Social Media and email are great facilitators for consumer to business communication. Make sure customers know how and where to reach you, prominently display your contact information online and in your marketing materials. 
• Respond in a timely manner. "Timely manner" is often left up to interpretation. You as a business owner may feel 24 hours is a reasonable amount of time to reply to a customer whereas the customer may feel an immediate response is the only course of action reasonable. Let customers know when your hours of operations are and when they can expect a reply on their inquiry. This helps manage expectations and holds your business to a standard.
• Follow up with a thank you email. Thank you notes are a great and lasting way to show your appreciation. More and more consumers are taking their business elsewhere because they feel undervalued. Letting the customer know you understand that they have a choice and they chose you can go a long way.
• Encourage feedback. Feedback provides businesses with a leg up on the competition. A history of good service is important in today's marketplace when customers have countless options to choose from. A positive history also shows a healthy interaction with clients. Even with some instances of poor feedback in the mix, it shows your business is willing to stand behind the product or service and address or correct what's imperfect.

Keep the lines of communication open with your customer base. Encourage customer reviews on your business' BBB Business Review. Not an Accredited Business, yet? Learn how-to become part of the elite group of trustworthy businesses.

For more information you can trust, visit us at bbb.org/boston, like us on Facebook, or follow us on Twitter and LinkedIn.

Effective Communication: Internal

A good leader knows that it's not what they say that makes a difference, it's how they say it. June is Effective Communication Month and since effective communication is an essential part of professional relationships, we want to offer a few tips for improving communication in the office.

1. Think before you speak. This can be applied to various scenarios, whether you are offering constructive criticism, giving direction, or asking for help. It's important to think about what you want to say and how your tone of voice and body language play a role in how your message is conveyed.

2. Encourage feedback and listen. Being the boss doesn't mean you don't have anything to gain from your employees. Encourage them to voice their thoughts and opinions. You may not always be able to accommodate everything they say, but taking the time to hear your team members’ thoughts and ideas allows them to feel valued. It can also enhance your understanding of their actions, setting the stage for improved interaction in the future.

3. Set regular one-on-ones. Meeting with your employees on a regular basis helps to not only set them up for success but also your business. Find out how they feel about their position and what they want out of their job. Doing this will help ensure that your employees are always working towards a goal, which in turn means your business is continuously making strides.

4. Show your appreciation. Though you may be a respectful and easy-to-work-with boss, it never hurts to say thank you. Whether you have just wrapped up a meeting or finished discussing their thoughts or concerns, the gesture shows your employees that you value their input and their time.

Poor communication in the office can be harmful to employee relationships as well as the growth and success of a business. Taking the time to hear your coworkers and understand how they work and what motivates them is a great way to improve employee satisfaction and productivity in the office.

For more information you can trust, visit us at bbb.org/boston, like us on Facebook, or follow us on Twitter and LinkedIn.