So we’ve established how important it is to convey your understanding, eagerness, and ability to get the job done, but it’s also extremely important to show the proper respect to your customer:

• Be polite – always use “please” and “thank you”.
• Call the customer by name – when communicating over the phone, be sure to ask the customer their name (or if you already know their name, how they pronounce their name), and then always pronounce it correctly. When communicating over email, be sure to always spell the customer’s name correctly. Remember this saying: “The sweetest sound a person ever hears is the sound of their own name”.
• Always ask rather than demand – use appropriate questions instead of making a lot of statements, which can come off as sounding harsh.
• Empower – give the customer plenty of information for their needs. Put yourself in their shoes. If you needed this, would the information you just gave them be enough for you, or would more information be ideal?
• Highlight Pros and Cons – the customer may need a little guidance. In this case, you need to put your analyst hat on and help them weigh the pros and cons of each choice. And if you provide a balanced view of pros and cons relative to the alternatives, your customer will regard you as more credible.
• Be flexible – be ready to switch gears and go in a different direction if that’s where the customer leads you. It may not make sense in the context of how the conversation started, but this is an opportunity for you to practice patience and understanding. Remember that this is about what they want, not what you think they should want. And the customer is always right.
• Keep the right distance – try not to get too familiar with your customer. While the conversation should be somewhat relaxed and casual, it is still a business relationship. You don’t want to cross any personal boundaries that reflect poorly on you and the company.
• Be proactive and go the extra mile – if there’s something that your customer wants but has not yet asked you for, do it anyway. This will show them that you understand fully, care about their needs, and are eager to please. It will also earn you a great degree of their respect, as well as make them feel truly appreciated.