The Power of Follow-Up: Avoid Miscommunication and Strengthen Client Relationships

Talking to your client or prospect is key to building a great relationship. Communication fosters trust, demonstrates care, and helps align goals. But conversations alone aren’t enough. Memories of what was said can easily blur or change over time.

Miscommunication often arises not because of bad intent but due to how differently people recall or interpret the same discussion. So how do you avoid this common pitfall?

Why Do We Misremember Conversations?

Memories aren’t as reliable as we’d like to think. Factors such as selective attention, emotional states, and cognitive overload can lead to different interpretations of the same conversation. You might walk away thinking one thing while your client or prospect recalls something entirely different.

This can lead to confusion, unmet expectations, or even strained relationships.

The Solution: Follow-Up Emails

To ensure everyone stays on the same page, make it a habit to follow up every call or meeting with an email.

Here’s how to do it effectively:

#1

Thank Them for Their Time
Start your email with a simple thank-you note. This reinforces appreciation and sets a positive tone.

EXAMPLE
“Thank you for taking the time to speak with me earlier. I really enjoyed our conversation and appreciated your insights.”

#2

Recap the Conversation
Summarize the key points discussed during the call. Be clear and concise, avoiding unnecessary jargon. Focus on agreed-upon actions, important takeaways, and any decisions made.

EXAMPLE
“To recap, we discussed [specific topic], and you mentioned [key point]. I also agreed to [your action item] and will provide updates by [date].”

#3

Invite Clarification
End the email by inviting them to correct or clarify anything if needed. This shows openness and a commitment to accuracy.

EXAMPLE
“If I’ve missed anything or if there’s anything you’d like to adjust, please let me know.”

#4

Use Email Tracking
Set up tracking for your emails so you know whether they’ve been opened. This helps you gauge engagement and follow up if necessary.


Why This Works

  • Avoid Miscommunication: A written summary provides a reference point for both parties, reducing the risk of misunderstandings.
  • Accountability: It shows professionalism and ensures everyone knows what’s expected moving forward.
  • Trust Building: Clients appreciate when you go the extra mile to confirm details and stay aligned.
  • Conflict Resolution: If disputes arise later, you’ll have documented proof of the conversation to resolve any uncertainties.

Final Thoughts

Conversations alone won’t cut it when building great client relationships. Memories can fade or shift, but a follow-up email creates clarity and trust. By summarizing discussions and tracking engagement, you’ll set the foundation for strong, transparent partnerships.

So, the next time you hop off a call, don’t let the conversation linger in the realm of misremembered words—recap, document, and build trust one email at a time.