Is Your Coaching Brand Speaking the Voice of Your Customers?
Your coaching brand voice is your own, but it should also be the voice of your customers. The only way to find out how your target customers talk is to find them and listen to them. By observing the way they write on their communications online and the way they speak face-to-face offline, you can find patterns, expressions, and communication styles to incorporate into your coaching brand voice.
Start by thinking of any recent interactions you've had with your customers. What do you remember about what was said during the interaction? If there is any particular phrase or wording that stands out in your mind, take note of it.
If not, go back over the conversation and try to find a few characteristics of their way of speaking. If possible, try to remember exact phrases. Write down these exact phrases or ideas. These are things you do as a coach anyway 🙂
If your communications were held online, this is even better because you have the actual data to look at. However, keep in mind that communication can be limited online. Many people speak more eloquently than they write. In addition, your customer might be communicating with you over their smartphone or other mobile device where typing is slow and difficult.
Start paying close attention during coaching to communication style and phrasing from now on when you communicate with coachee ustomers or members of your target audience. Pay attention and take note wherever you find something interesting. After a conversation, reflect on what was said, or save the data of your conversation online.
Another way to gather ideas is to seek out your target market online and listen to them. Follow them on social media, read their blogs, watch their YouTube videos, and join forums or groups where they are members.
As you gather this data, look for overall trends. Are there certain phrases many people use? Is the tone of your customers generally casual or formal? Taking all of the data you've gathered, make a list of overall trends that you see.
It's good to talk to your customers in their own tone and language, but you should decide what's best for your brand image. You may not want to copy your customers' speech exactly. For example, using a great deal of internet slang may make you look unprofessional and untrustworthy. Rather, try to find a tone and voice that your customers resonate with and respond to.