Angie R ★★★★★
November 2023
Excellent company. I have used them multiple times and will not go anywhere else for painting needs. Strong communication from start to finish. The crew showed up on time every day and worked hard. Highly recommend.
At MTS painting, we have developed systems and processes to enhance effective communication with our customers and our suppliers. Good communication is important to customers, and it is important in business because it helps to convey clear, strong messages about the company’s vision, strategy, customer service, and branding. It also helps to build trust, collaboration, and productivity among employees, managers, and customers. Effective communication can lead to growth, innovation, and success in any business setting.
There are different opinions on what are the most important characteristics of effective communication between a business and its customers, but some common ones are:
These characteristics can help to build trust, loyalty, and satisfaction among customers, as well as to convey the business’s value proposition and brand identity.
Clarity
If your writing is clear, your reader is much more likely to understand and act on your message. Consider this the ultimate characteristic of effective communication. If, on the other hand, your customer has to wade through irrelevant information or unnecessary jargon, they are probably going to struggle to get through your message and become confused about your intention. Start with a clear communication goal and use concrete, precise language to get your point across.
Read the following examples:
Bad
“It was agreed upon that company policy be changed to allow the crew leader to negotiate directly with the customer regarding additions to contract.”
This sentence makes the customer work to understand its intent. Instead of using easy-to-read language, the message is diluted with jargon.
Better
“The company decided to change policy and allow the crew leader to negotiate directly with the customer about additions to contract.”
There’s no extra padding in this statement for the sake of sounding more professional. The language is clear and direct, making it easy for the customer to interpret.
Bad
“The amalgamation of the projects will provide more time for the crew to accomplish all the tasks.”
Don’t assume the receiver will understand an extended vocabulary. Using words like “amalgamation” can be distracting and leave gaps in their interpretations.
Better
“Joining these projects will give the crew more time to accomplish all the tasks.”
Comprehensive words increase the likelihood that this message will be interpreted correctly. Always use common language.
Conciseness
Journalists and screenwriters know this rule — if it is possible to cut a word out, always cut it out. Your goal is to communicate your message as quickly and directly as possible. By doing this, you’ll save the customer time and trouble.
Bad
“We are endeavoring to construct a meticulous proposal to amplify productivity.”
This statement is clouded with complex words that add nothing except bloat.
Better
“We’re creating a plan to increase productivity.”
This version is direct and efficient. Being concise helps the customer focus on what’s essential, speeds up information processing, and ensures improved understanding. Get straight to the point: Avoid wordiness, empty phrases, and redundancies.
Courtesy
Being courteous is as much a necessity in a business setting as anywhere. Your team works together with your customers to achieve the same goals of success and growth. Inside jokes, insults, or an aggressive tone will confuse and irritate the customer.
Bad
“We are very busy right now. I am sorry that we are not getting your information as fast as you would like. But you’re not our only customer.”
This message is rude and discourteous to its recipient. It’s not likely to motivate them to respond positively.
Better
“I apologize on behalf of my team. I realize you were told that we would have that proposal for you by this afternoon. Unfortunately, it will not be ready today. I promise you that I will personally get involved and I assure you I will email the proposal to you by lunch tomorrow. Will that be acceptable to you?”
This message is more courteous and professional. When constructive messages that affect reliability are conveyed with respect, customers are more likely to adjust their expectations accordingly. But you must be true to your word by following through with your commitment.
Concreteness
A concrete message is tangible, supported by facts for enhanced credibility, and helps your customers better understand what’s being conveyed. It also mitigates the risk of misunderstanding, a common struggle in the marketplace. Try to include specific examples or explanations.
Bad
“The schedule work date has been moved forward.”
There are no facts or additional information to support the intent of this message. It’s vague and leaves the customer guessing with no notion of what happened to the schedule.
Better
“Mrs. Jones. I’m calling to let you know that our crew will be delayed by one day. The scheduled workday was Wednesday of this week at 8:00 AM. It is now scheduled for Thursday at the same time. The reason for the delay is the previous job went longer than we expected because we have a sick crew member. I apologize for your inconvenience. Will Thursday work for you?”
This statement gives the reader specific days along with an explanation to support when and why the schedule was changed. The additional information can help set things in motion to accommodate this change.
Consistency
Following the tips above will ensure that your communication is effective. Once you’ve improved, however, don’t let your quality slip. Your customers are valuable and should always be treated as such. Effective communication depends on a steady and intentional effort from everyone. Be consistent.
MTS Painting is the recipient of the 2014 and 2021 Better Business Bureau Torch Award. The Torch Award is their honor for business ethics. The bottom-line key to ethics is doing what you said you would do, when you said you would do it, how you said you would do, and always with a positive attitude. Good ethics precede good communication.
Here are a few more reviews that highlight MTS Painting’s good communication with customers.
Angie S ★★★★★
November 2023
This is our second time using MTS. We previously used them for our interior, and they were so reliable we brought them back three years later for our exterior. This company sticks to a schedule and is competitively priced. We appreciate the strong communication from start to finish. The crew was friendly and efficient. I highly recommend this company and will use them again for any painting needs!
Gwen T ★★★★★
May 2023
The communication before and during was great. And we are extremely satisfied with the quality of work.
Jeff S ★★★★★
February 2023
I believe this is a family-owned business. I’ve used them twice now. They were responsive, even though they were busy, evidenced by their backlog and popularity. They did a thorough and professional job with excellent communication throughout.
