Imagine this: you’re seated across from a client, with coffee cooling between you, and Slack and email notifications are fighting for your attention. It’s noisy. It doesn’t stop. But here you are, trying to do more than just chat. This isn’t the kind of thing you see in polished TED Talks and PowerPoints. This is how people talk to one other in business in 2025: chaotic and human. Discover Serge Robichaud method for aligning communication with authentic client care.
Let’s be clear: talking to people isn’t merely throwing language at them like confetti. It’s hard to listen. It’s seeing how someone’s eyes move when they’re perplexed. Reading between the lines of an email that reads “Fine!” but really means “Help!” Have you ever witnessed a toddler pull on an adult’s sleeve to get their attention? Sometimes, clients do that with the smallest queries. The trick is Don’t ignore the pull.
Everyone is doing more than one thing at once these days. Some people don’t talk on the phone because they say they have “connection issues.” Some people type a lot but don’t always say what they mean. The trick is to stop using your phone. Just for a second. Look someone in the eye, even on Zoom. Instead of saying, “Can I help you with anything else today?” try asking, “What keeps you up at night?”
It’s simple to hide behind templates and automatic replies, but they don’t mean anything. Picture this: every time you ordered pizza, the business sent you the identical thank you letter. You would roll your eyes. Every message should really mean anything. Add a little bit of comedy, a little bit of empathy, and a lot of honesty. People can tell when something is a script from a mile away.
Now, let’s talk about giving them personalized service. It’s not only about answering quickly or rectifying problems. To really serve someone, you have to care. Someone sent you an email at the crack of dawn reporting a problem? Don’t just fix things; write them a note. “See that you had a problem. Got another cup of coffee and jumped on it! All of a sudden, you’re more than just customer service. You are a real person and a friend in the middle of the craziness.
Do you remember the client that needed a solution by Friday but you couldn’t give it to them until Monday? Being honest is better than being brave. Tell them why, give them choices, and vow to keep them updated. No tricks or games, just honest talk. Customers remember the seller who told them what they could and couldn’t do, not the one who promised too much and didn’t deliver.
Being perfect isn’t what business is about now. It’s about being there, flaws and all. “I don’t know, but I’ll find out” is sometimes the best answer. That sentence makes people trust you faster than any practiced pitch.
Follow-up is your hidden weapon when you’re not on script. A short check-in after a job is done, a message about someone’s LinkedIn promotion, or an article you saw that you think is interesting. It indicates that you care about them more than just bills and due dates. That interaction stays with you.
It’s cool that technology exists. Yes, automated reminders, bots, and dashboards are helpful. But putting a little bit of human warmth into everything you do? That’s how real connections start. Service and communication aren’t things you check off a list; they’re choices you make every day in your own unique way. It’s okay to let them see it. They’ll appreciate you being honest.