Talking to your Customers: 5 golden rules to increase engagement

with Tracy Weller-McCormack

5 simple rules for a consistent way to talk to your customers

Talking to your customers is an essential skill for new business owners to master. When starting a new business, you will probably need to invest in some form of marketing campaign to attract new customers.

Keeping your marketing message simple, clear and engaging will give the most effective result which is more sales.

You have many choices how a marketing campaign can look alongside the choice of marketing channels and marketing media you use.

Social media posts, Google AdWords, SEO, networking events, trade shows, radio, TV, Web, promotional products – the list is endless.

However, as we can talk to customers in so many ways it is vital to have a consistent message and tone of voice.

Tone of voice is used to describe how you “sound” in blogs, ads or social posts. Importantly, your tone and message must be  consistent and clear across all marketing channels and media including when you talk to customers on the phone or in person.

If you have varying language or different styles say on a website and in social posts customers may be wary. Customers like to build trust and mixed messages put them off.

In this episode marketing expert Tracy Weller-McCormack of C4MG outlines 5 “Golden” rules we can use to talk to customers.


1 Talk to your customers as you would like to be treated.

Can you remember an outstanding experience that you had as a customer? What made it so good?

Were you made to feel special or valued?

Can you apply the same principles in your business? 

Your customers experience your business culture first hand!

2 Talk using fun and jargon-free language.

When you generate any content such as blogs posts, other website content or social media posts use fun, positive and engaging language. Practice your words and style for talking to your customers face to face or over the phone too.

Stay away from jargon and be authentic in how you portray your image or style.

Customers can tell right away when you and your business purpose are not aligned.

3 Use positive language so “the cup is half-full”.

Keep a positive tone in all communications even if you don’t feel like it.

If you don’t have the right frame of mind at a particular time, then try to pick a time when your mindset or energy is highest for customer engagement.

Avoid talking to your customers if you have low energy or enthusiasm as they will pick up on that.

Staying well and having a positive mindset are important ingredients in a happy business owner.

4 Listen to customers and their feedback.

Talking to your customers also means listening to feedback or opinions with which you may disagree. listen to your customers feedback

Being receptive to customer feedback is the best way to avoid pitfalls in the future.

Learning how to improve your business, based on customer feedback, is a trait shared by most great businesses.

5 Talking to your customers is like dating!

A new relationship requires both parties to learn and adapt while getting to know one another. 

Underpinning most good relationships are principles such as honesty, sincerity and a genuine care for the other person. 

And so it is with the Customer relationship.

Like in any good relationship, there is also the need to say “sorry” from time to time.

If something goes wrong, say “sorry” to your customer and fix the problem quickly.

Starting a business is essentially building a brand and therefore having a consistent “message and voice” whenever or wherever you talk to a customer is vital.

Our Entrepreneur Personality Quiz has more tips on deciding if owning a business is for you.


The information contained in this podcast is general and does not take into account your situation. The content does not constitute business, legal or financial advice and should not be used as such. You should consider whether the information is appropriate to your needs, and where applicable, seek professional advice from a business adviser, financial adviser or lawyer in your jurisdiction. To find out more, please go to



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