Customer Service

Communication Breakdown

It’s not so much what you say, but how you say it that makes a lasting impression on clients.

It’s not so much what you say, but how you say it that makes a lasting impression on clients. A consultant for Summit Salon Business Center  and NAILS blogger, nail tech Jill Wilson learned this basic tenet of communication many years ago from one of her mentors, Michael Cole. “Michael taught me there are three parts of communication and each part delivers a message,” she says.

> Verbal communication accounts for 5% of communication. Verbal communication is what we say, the words we use, and our vocabulary. Cole recommends we learn to deepen our vocabulary. Use words like healthy, high-gloss, smooth, and shiny. These are the words that pique your clients’ interest; they get them engaged.

> Extra-verbal communication is the way you say it — your tone, pitch, and pace. This accounts for 35% of communication. Make sure you are aware of how your voice sounds and the rate at which you speak your words. Speak clearly, enunciate, and sound excited, positive, and self-assured.

> Non-verbal communication is your body language, facial expression, and image. It accounts for 60% of communication. This speaks louder than words. Your client is judging you mostly by your appearance. Non-verbal statements account for the largest part of the first impression and you haven’t even spoken a word yet.   

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