What should I do when a client asks something I can't answer yet?

Close the loop anyway. If a client asks a question or requests something, follow up to let them know where it stands. Even if the answer is still pending, an update shows you're on top of things and keeps communication from falling through the cracks, which is one of the easiest ways to lose a client.

How do I find out how a client wants to be contacted?

Ask them early in the relationship. Find out whether they like formal emails or would rather have a quick call or text. Then adapt to their pace: if they want fast, bullet-pointed emails, skip the paragraphs, and if they want thorough explanations, give them enough detail to satisfy their needs.

What's the right way to handle a mistake or delay with a client?

Tell them early and address it head-on. Whether it's a timeline delay, a mistake or an unexpected challenge, be open about it and explain how you plan to fix it. Then focus on making it right. Clients respect you more for your honesty, and admitting mistakes early helped me build some of my strongest client relationships.

How do I keep track of follow-ups as I get more clients?

Use a CRM to log client conversations, track follow-ups and set reminders for check-ins. Add automated reminders for important follow-ups and deadlines so you're not relying on memory alone, and keep every client communication in one place. A single hub stops things from slipping through the cracks, no matter how many clients you have.

sales skills ·Apr 14, 2025

Best Tips for Communicating Effectively with Clients

by Drewbie Wilson

Key Takeaways

Lead with the most important information and use plain language, so the client knows what you're saying without having to guess.
Ask open-ended questions and listen for the emotions behind the words, because that's where hidden needs and pain points show up.
Tell clients how often they'll hear from you, then close the loop on every request, even when the answer is still pending.
Ask each client early on whether they'd rather get formal emails, quick texts or calls, then match their pace and tone.
Own mistakes and delays head-on, and use a CRM with automated reminders so no follow-up slips through the cracks.

Woman and man talking in armchairs in a modern open-plan office lounge

In sales and business, communication is everything. The way you communicate with clients shapes how well they understand your offer and the entire relationship. Whether you’re closing deals, delivering services, or nurturing long-term clients, your communication style can make or break the partnership.

Back when I started scaling my business, I realized that great communication was one of the most powerful tools I had. In Call The Damn Leads, I share how reaching out consistently and clearly helped me build trust and, ultimately, win more deals. It’s also about communicating in a way that shows clients you understand their needs and are there to help.

Here are some tips I’ve learned over the years on how to communicate effectively with clients, whether you’re in the early stages of a relationship or managing long-term accounts.

Pressure is a part of growth

Be Clear and Concise

One of the most important aspects of client communication is clarity. When you’re communicating—whether via email, phone, or in person—your message should be clear, concise, and to the point. Clients don’t have time to wade through vague explanations or long-winded messages.

Keep it simple: Use plain language and avoid jargon. Clients want clarity. In Diary of a Damn Closer, I talk about how keeping things simple and clear was key to closing deals faster.
Get to the point: Whether it’s a sales pitch, an update, or a follow-up, lead with the most important information. Your client should know exactly what you’re saying without having to guess.
Confirm understanding: After delivering a key point, ask your client if they have any questions or need clarification. This ensures they’ve fully understood what you’re communicating.

Being concise helps you build trust with clients. It shows that you respect their time and are focused on delivering value.

Listen More Than You Speak

This is a big one: effective communication is about listening. Some of the best deals I’ve closed happened because I took the time to really listen to what the client was saying. By honing my listening skills, I built trust and positioned myself as a partner in their journey. In Crushing the Day, I share how listening intently allowed me to uncover hidden needs and pain points that the client didn’t even realize they had.

Ask open-ended questions: Encourage clients to share their thoughts, concerns, and goals. Asking the right questions allows you to gather useful information that helps you provide better solutions.
Listen actively: Really focus on what your client is saying. Active listening means being fully present in the conversation and paying attention to both the words and the emotions behind them.
Acknowledge and validate: When clients feel heard and understood, it strengthens the relationship. Even if you don’t agree with everything they say, acknowledging their point of view builds rapport.

Follow Up Consistently

One of the easiest ways to lose clients is by letting communication fall through the cracks. In Call The Damn Leads, I make the case that answering your calling and maintaining consistent follow-up is a big deal in sales. Clients want to know that you’re reliable, that you care about their success, and that you’re not just disappearing after the deal closes.

Set expectations for follow-up: Let your clients know how often they can expect to hear from you. Whether it’s weekly updates or quarterly check-ins, setting a communication cadence helps manage expectations.
Always close the loop: If a client asks a question or requests something, make sure you follow up to let them know you’ve handled it. Even if the answer is still pending, updating them shows that you’re on top of things.
Reach out first: Take the initiative to check in and see how things are going. This keeps the relationship strong and can open doors for additional opportunities.

Tailor Your Communication Style

Not every client communicates the same way. Some clients prefer detailed emails, while others want quick texts or calls. Adapting to your client’s preferred communication style goes a long way toward building a stronger relationship. In Call The Damn Leads, I discuss how recognizing these differences can improve your interactions and lead to better outcomes.

Ask for preferences upfront: Early on in the relationship, ask your client how they prefer to communicate. Do they like formal emails or would they rather have a quick call or text?
Adapt to their pace: If you have a client who prefers fast, bullet-pointed emails, don’t overwhelm them with paragraphs. On the flip side, if they want thorough explanations, make sure you’re providing enough detail to satisfy their needs.
Use the right tone: Your tone should match the client’s personality and the nature of your relationship. For some clients, a more formal tone works best, while others appreciate a casual, conversational style.

In Social Media Mastery, I get into how adapting your communication style can even extend to social media interactions. Whether you’re talking to clients via email, phone, or even direct messages, tailoring your approach helps create better connections.

Smiling business people in suits shaking hands in an office

Be Transparent and Honest

One thing I’ve always believed in is transparency. Clients value honesty, and being upfront is a must, especially when things don’t go as planned. Whether it’s a timeline delay, a mistake, or an unexpected challenge, being open about it and offering solutions strengthens trust. In Crushing the Day, I talk about how admitting mistakes early helped me build some of my strongest client relationships and avoid chasing my own tail in the process.

Own your mistakes: If something goes wrong, don’t hide it. Address it head-on and explain how you plan to fix it. Clients will respect you more for your honesty.
Be realistic with promises: Don’t over-promise just to win a deal. Be upfront about what you can and can’t deliver. In the long run, managing expectations keeps clients happy.
Stay solution-focused: When there’s an issue, communicate with the client about how you’re going to solve it. Focus on what’s next and how you can make things right.

Use Technology to Stay Organized

Keeping track of client communication can be a challenge, especially as your business grows. Being willing to do what it takes—like using the right tools and technology to manage emails, follow-ups, and client preferences—can help ensure nothing slips through the cracks.

CRM tools: Use a Customer Relationship Management (CRM) tool to log client conversations, track follow-ups, and set reminders for check-ins. This helps you stay on top of each relationship, no matter how many clients you have.
Automated reminders: Set automated reminders for important follow-ups, deadlines, or client check-ins. It’s an easy way to stay consistent with communication without having to rely on memory alone.
Centralize communication: Keep all your client communications in one place. Whether you use a CRM or a simple organizational system, having a single hub for all client interactions prevents things from slipping through the cracks.

In Diary of a Damn Closer, I talk about how staying organized with your communication efforts can make all the difference in managing long-term relationships and closing deals consistently.

Final Thoughts

Effective communication is about building trust and understanding your clients’ needs. Be clear, listen, follow up and tailor your style, and you’ll set yourself apart.

If these tips resonate with you, there’s plenty more to explore in my books, podcasts, and community. Join the OG Damn Leads Crew or check out the Call The Damn Leads podcast for more in-depth strategies on how to level up your communication and client relationships.