By Clint Sanchez · Published · Updated · 7 min read
Quick answer
To create a conversation with potential customers, be sincere and knowledgeable, ask questions, and actually listen to the answers. Follow up after every interaction, show up consistently, and offer something of value such as helpful information or a discount. Be authentic, take time to build rapport, and talk with people instead of at them. Focus on being interested rather than interesting, do not try too hard, and stay honest about what you sell.
Key takeaways
- People spot insincerity quickly, so an engaging conversation starts with being honest about who you are and what you sell.
- Knowing your product and industry inside out matters online too: an uninformed answer gets a business flamed publicly.
- Asking questions keeps a conversation going and, online, can take the form of polls, surveys, or requests for feedback.
- Listening means reading and responding to comments and messages; ignoring a customer for months shows up in public complaints.
- Following up by email, private message, or a comment keeps the relationship alive and is a legitimate, tactful sales moment.
- Phrases like 'act now' and 'buy now' talk at customers; conversation means talking with them and building a relationship first.
- Being interested in the customer, rather than trying to be interesting, is what turns a conversation into business.
Around Baton Rouge and Denham Springs, a lot of business still gets decided in conversation: at the ballpark, in the parish Facebook groups, in a review reply. The same rules apply online. A contractor who answers a neighbor's question in a community group without pitching, then follows up when the person asks, gets the job over the one running 'call now' ads.
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Picture this: You’re at a networking event, mingling and trying to make connections. You spot someone you want to talk to, so you approach them with a smile and introduce yourself. But when it comes time to keep the conversation going, you draw a blank.
You know you need to be engaging if you want to make a good impression, but you also don’t want to come across as pushy or sales-y. So, how do you strike the right balance?
The same holds true online.
If you want to build relationships with potential customers, you need to be engaging. But how do you create an engaging conversation?
Here are some tips:
1. Be sincere and genuine.
The first step to having an engaging conversation is being sincere. People can spot insincerity from a mile away, so you must be genuine in your interactions. This doesn’t mean you have to share your life story with everyone you talk to, but it does mean being authentic and honest about who you are and what you do.
How this relates online:
Business owners, you need to be transparent about your product or service. Potential customers will see right through you if you’re not, and you’ll lose their trust.
2. Be knowledgeable.
Part of being sincere is being knowledgeable about what you’re talking about. When engaging with potential customers, make sure you know what you’re talking about. This means being up-to-date on industry trends, understanding your product inside and out, and being able to answer any questions that come your way.
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Or else, you’ll get flamed.
@Lowes I will never do business again at Lowe’s! Horrible, unknowledgable service. Have to use Lowe’s for warranty water heater and been 48 hours of hell! Educate your employees!!
Angela (@AngelaRitter01) May 14, 2019
How this relates online:
When interacting with potential customers online, make sure you’re providing them with valuable information. This could be in the form of blog posts, infographics, or even just helpful tips and advice.
3. Ask questions.
Another way to show that you’re sincere and genuine is by asking questions. This shows that you’re interested in the other person and want to get to know them better.
Asking questions also helps keep the conversation going, so if you’re ever feeling stuck, try asking a question.
How this relates online:
When interacting with potential customers online, make sure you’re asking questions. This could be in the form of a survey or poll, or even just asking for feedback on a blog post or social media update.
4. Listen.
It’s not enough to just ask questions; you also need to listen to the answers. This shows that you’re genuinely interested in the other person and want to connect with them.
Listening also helps you better understand the other person, which can come in handy when trying to sell them a product or service.
How this relates online:
Make sure you’re listening to what your potential customers are saying. This means reading and responding to comments, taking note of feedback, and making sure you’re providing the solutions they’re looking for.
See what can happen if you ignore them:
No thanks to you @tiktok_us @TikTokSupport for not telling me that I had to change my account from personal to business. I had to find it out from my friend shadowlinkcosplay on TikTok answering a comment in video reply. That was almost 5 months y’all didn’t give me an answer 💢 pic.twitter.com/PEoABM2FVH
Fen the Eldritch Galaxy Deity Slime (@Nerdku_Slimeboi) August 20, 2020
People spot insincerity quickly, so an engaging conversation starts with being honest about who you are and what you sell.
5. Follow up.
Once you’ve had a conversation with a potential customer, make sure to follow up. This shows that you’re interested in maintaining a relationship and value their business.
Following up also allows you to sell them on your product or service, so don’t be afraid to use it as a sales tactic (just use tact and be sincere).
How this relates online:
Make sure you’re following up with potential customers after interacting with them online. This could be in an email, a private message, or even just a comment on a recent post.
Here’s some tips from Jobber:
5 things to say in your customer follow up emails:
Jobber (@GetJobber) June 1, 2022
– “Thanks for your business!”
– “What did we do well? What can we do better?”
– “Would you like to book this service again?”
– “Follow us on social media.”
– “Tell your friends and family about us.”
6. Be consistent.
If you want to create an engaging conversation, you need to be consistent. This means showing up regularly and being present in the conversation.
It also means being consistent with your messaging and branding. If you’re all over the place, potential customers will get confused and lose interest.
How this relates online:
Make sure you’re being consistent with your online presence. This means posting regularly, responding to comments and messages, and ensuring your branding is on point.
7. Offer value.
If you want to engage potential customers, you need to offer them something of value. This could be in the form of information, discounts, or even just a helpful conversation.
Make sure you’re giving potential customers a reason to talk to you, or they’ll quickly lose interest.
How this relates online:
Make sure you’re offering value to potential customers when interacting with them online. This could be in the form of helpful and engaging blog posts, downloadable resources, or even just valuable comments and feedback.
“Amazingly good work for the money. One of the best graphic designers in south Louisiana. Highly recommended.”
8. Be authentic.
Finally, if you want to create an engaging conversation, you need to be authentic. This means being yourself and not trying to be someone you’re not.
People can see through phony conversations, so make sure you’re being sincere and genuine. If you are, potential customers will appreciate it and be more likely to do business with you.
How this relates online:
Make sure you’re authentic when interacting with potential customers online. This means being yourself and not trying to fake it. People will appreciate it and be more likely to do business with you.
9. Take the time to connect.
If you want to create an engaging conversation, you need to take the time to connect. This means making an effort to get to know the other person and building a rapport.
The more you connect with someone, the more likely they will do business with you. So make sure you’re taking the time to connect with potential customers, both online and offline.
How this relates online:
Make sure you’re taking the time to connect with potential customers online. This means interacting with them regularly, responding to their comments and messages, and getting to know them. The more you connect with someone, the more likely they will do business with you.
Connecting builds trust!
10. Quit talking AT your potential customers, and start talking WITH them.
Act now, buy now, click here, sign up today…
If these are the only phrases you use when talking to your potential customers, you’re doing it wrong. These phrases show that you’re only interested in making a sale, and they’re not going to lead to an engaging conversation.
Well done! Support discussion & let’s continue to advance Australia to embrace a connected future for all. Ask our first peoples what we need to do; invite them to lead us forward and let’s do whatever they need to reduce distress on this day. Talk with not at! Listen! Respect!💕 https://t.co/i9aEgMluTJ
GoPower27 (@GoPower27) January 25, 2022
The key to creating an engaging conversation is to talk WITH your potential customers instead of talking AT them. This means having a conversation with them instead of trying to sell them your product or service.
When you’re talking WITH someone, you’re interested in getting to know them and building a rapport. You’re not just trying to close the sale; you’re trying to create a relationship.
And that’s what potential customers are looking for… a relationship. So start talking WITH them instead of AT them, and you’ll be well on your way to creating an engaging conversation.
Knowing your product and industry inside out matters online too: an uninformed answer gets a business flamed publicly.
11. Be interested, not interesting.
When you’re talking to potential customers, make sure you’re being interested instead of interesting. This means that you should be more focused on learning about them and their needs than selling them your product or service.
The key to creating an engaging conversation is to be interested in the other person, not just what you have to say. So ask questions, listen to their answers, and be genuinely interested in getting to know them.
If you can do that, you’ll be well on your way to creating an engaging conversation.
12. Don’t try too hard.
When you’re talking to potential customers, don’t try too hard. This means that you should relax and be yourself. Don’t try to sell them on your product or service, and don’t try to close the sale.
Just have a conversation with them and let things flow naturally. The more relaxed you are, the more likely they will do business with you.
13. Keep it real.
Lastly, when you’re talking to potential customers, keep it real. This means that you should be honest and transparent. Don’t try to hide anything from them, and don’t sugarcoat the truth.
Be real with them, and they’ll appreciate it. And the more they appreciate you, the more likely they are to do business with you.
Conclusion
When talking to potential customers, if online or offline, remember to be authentic, genuine, and interested. By following these tips, you’ll be well on your way to creating an engaging conversation that will lead to more business.
If you’d like help creating genuine conversations with your potential customers, Check out our content marketing services!
Now it’s time to practice what I preach. What questions do you have about creating an engaging conversation? Let me know in the comments below. Thanks for reading!
P.S. If you found this article helpful, please share it with your network. Thanks!
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About the author
Founder & Lead Developer · Denham Springs, LA
Clint has built and marketed websites for 26 years, since founding BlakSheep Creative in 2000. He is also a 29-year firefighter and a 23-year member of IAFF Local 557, which is where the bias toward plain answers over sales copy comes from.
- Veteran-owned
- Firefighter-owned
- IAFF Local 557
Common questions about digital marketing
How do I start a conversation with a potential customer without sounding salesy?
How does 'being knowledgeable' apply to online conversations?
What is the best way to follow up with a potential customer?
Why is listening important when talking to customers online?
What does 'talk with customers, not at them' mean?
How can a small business be consistent in customer conversations online?
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