The key to any success is good communication. This also applies to Flash developers, even though many of you believe that great components equals great sales. Obviously, the quality of a Flash component matters, but knowing who your customers are, developing according to their needs, offering technical support and having the right attitude towards criticism are the main things that make a customer happy. And what happens if a customer is happy? He will come back for more.

Communicating with (potential) customers is a must in every business, even though dealing with them is not always easy. But what you have to keep in mind is that not all are Clients From Hell. After all, they’re the ones putting the bread on your table. Most importantly, you are given the chance to do something you’re passionate about and create a Flash component for a client that is going to enjoy using it.

So here a few suggestions on how to improve your communication skills with regards to (potential) customers.

1. Don’t try to please everyone

“If you try and please everyone, you won’t please anyone.” -37signals.

This one is the golden rule. When developing a component, keep in mind who are the visitors on FlashComponents.net and what they are looking for. Also, if you’re specialized in developing Flash galleries or Flash templates, make an effort to improve your designs and features on that. Focus on what you do best and always bring new features to your files.

2. Encourage feedback

Let customers know that you’d appreciate a comment on your product page with an opinion or a suggestion regarding the file you released. This way you can figure out how much the visitors like/ dislike your file, and what features they would like added. It helps to discover what they like, for future reference.

3. Thank critics

Don’t be afraid of criticism. Be thankful for it and try to get the best of it. Always keep an open mind when it comes to a bad review of your file. Remember we’re all subjective and so are your customers. Some might like it, some might not.

Do your best to discover the reason why some don’t like it and take it into consideration when adding a new feature to your file or when developing a different component. Not all criticism is unfounded. You might even get some great ideas from these reviews.

4. Listen

A very important rule when dealing with clients is listening to what they have to say. Read carefully the information they are providing to you and the things they’d like done, for instance, customizations.

Never say “No”! Instead, if what the client is asking for seems crazy or impossible, try to provide alternatives and advices. They will appreciate you wanting to work it out. That’s in fact what you do: you provide solutions. Also, if you have questions you want to ask to clarify what the client needs, don’t hesitate. He will appreciate your interest to help him out.

5. Answer questions

Make sure you check your client messages everyday, whether they’re in your FC account, personal e-mail or social networks, such as Twitter or Facebook. Most of the clients have questions regarding how the file works, what they should do to change a button, a color, a background. Don’t take too long answering client messages and providing support because they also have deadlines and need fast assistance. Provide punctual and quality support and they’ll definitely appreciate it and return to you.

6. Put yourself into his shoes

Most of our customers are beginners, so you should do your best to understand their point of view. They might not know much and that’s, in fact, why they’re buying your file and paying you for it. When communicating with clients, speak his language. Avoid using jargon or technical language because you risk confusing the client after the first lines. Not only will you be wasting time, but he also won’t understand anything. If you are keen on using them, explain to the client what it means.

7. Mistakes are only human

If you’ve developed a file and it turns out it doesn’t work, it has bugs or other issues, don’t act innocent. Politely admit your screw up and fix it as soon as possible. Also, let your potential customers know that you’re working on that and when it will be fixed, so they can purchase it.

8. Prove you are a professional

Keep in mind at all times that customers are paying you for a service and you are expected to deliver it in a professional manner. That’s why you should:
- offer support in time;
- provide documentation for your files;
- respond politely to criticism;
- thank them for their feedback and suggestions;
- use proper English when communicating with a customer. If your English is not very good, use whatever translating tool you have.

All things considered, you will be a pleasure to work with. Now tell me, how well do you communicate with your (potential) customers?