Good client communication is a key cornerstone to creating a great campaign or product. Whether it’s an email, a phone call or in-person meeting, people underestimate the importance of good, consistent communication. And not only is it pertinent to communicate well with your clients, it’s also important to keep the same level of attention when they talk to their internal team. Poor communication will make or break a project, a relationship, and a team.

Here are 10 things to avoid at all costs when you are communicating with your client and team.

Being inconsistent

Be consistent with when and how you communicate helps set the tone and commitment to the relationship. Send agendas ahead on a meeting and recap emails to sum up the meeting right after. Make sure only one person is the point of contact for the client – you don’t want open communication to happen with your entire team.

Just say “no”

There is a right way to say “no” and many wrong ways to do it. Don’t just outright say “no” – always have a rim and reason and most importantly provide alternatives.

Leaving long messages or emails

Be clear and concise. When you have long emails or message, it is hard for the recipients to pick up the key points. Remember that everyone is busy and will likely skim the content or just listen to the first few seconds of a message.

Not proofreading emails

Attention to detail is important because it shows that you’re organized and that you care. I know, it gets busy during the workday and there are constant distractions but if you’re going to do something, do it well. Even small details like misspelling a word can show that you rushed your messaging or are disorganized.

Not learning the client’s language

Speak the same language as your client. This will ensure you are talking about the same things and are on the same page. More importantly, it feels like you have done your homework and truly understand them and their business or industry.

Avoiding difficult conversations

When you avoid difficult conversations, you are missing opportunities that will improve trust within your relationships and potentially create more misunderstandings. Remember that if it feels difficult to you, it most likely will also be difficult for the other person or team as well but it will pay off in the long run.

Not paying attention to the tone

The subject of discussion will always play a huge role in determining meaning and tone, but what maybe even more important is who you’re communicating with. Take note of someone’s communication style in the past to avoid misunderstandings

Speaking more than listening

Don’t just drive the conversation. Allow the client to give their two cents and most importantly, listen and take note. Make sure the client is heard.

Gossiping

Gossiping, in general, is bad. Avoid gossiping at all costs. It will create a bad image in people’s mind especially if it consistently happens during every meeting.

Being reactive

Don’t react before you had some time to reflect and come up with a solution. When you react, you aren’t listening any more and it becomes more about you and not the issues at hand.