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Texting has become an integral part of business communication. While email and phone calls still have their place, text messaging is rapidly gaining traction, with studies showing that 80% of professionals use texting for work and that 33% of consumers prefer text communication with businesses. With open rates as high as 98%, compared to email’s 20%, texting is now one of the most effective ways to engage clients, customers, and employees. This is why great texting skills matter. However, to be uber effective, business texting must be both accurate, thoughtful and empathetic.
The Need for Accurate Business Texting
One of the biggest challenges with text communication is the lack of context. Unlike face-to-face conversations, where tone of voice and body language help convey meaning, text messages are entirely dependent on word choice, punctuation, and structure. A poorly written message can lead to misunderstandings, frustration, and even damaged relationships.
For example, consider the difference between:
❌ “SEE ME!!!.”
✅ “Hey Alex, when you have a moment, stop by my office. Good news!
The first message feels abrupt and potentially negative, while the second one is clear, professional, and inviting. Precision in wording is key to avoiding misinterpretations.
Before you hit the send button, make sure there is no room for doubt or misinterpretation of the message.
Empathy: The Game-Changer in Business Texting
Beyond clarity, empathy is what transforms a text from transactional to relationship-building. Empathy in texting means acknowledging the recipient’s perspective, needs, or emotions and responding in a way that makes them feel heard and valued.
For instance, if a customer has a complaint, a cold, robotic response can escalate frustration:
❌ “We received your complaint. We will look into it.”
A more empathetic approach builds rapport and trust:
✅ “Hi Jamie, I understand your frustration, and I sincerely apologize for the issue. I’m personally looking into it and will update you shortly.”
This small shift makes a huge difference in customer satisfaction and brand perception.
Why Accurate & Empathetic Texting is Essential in Business
It Meets Customer Expectations – Today’s customers expect businesses to communicate efficiently, and many prefer texting over emails or phone calls.
It Enhances Team Communication – In remote or hybrid work environments, clear and kind messaging keeps employees engaged and informed.
It Drives Sales & Retention – Personalized, well-crafted messages can nurture leads and improve customer loyalty.
It Builds a Positive Brand Image – Thoughtful communication fosters trust, making clients and employees more likely to engage long-term.
A Couple Final Thoughts on Great Texting Skills
Texting in business is more than just a convenience—it’s a skill. Mastering accurate and empathetic messaging can enhance relationships, improve efficiency, and create better business outcomes. Whether you’re communicating with a client, an employee, or a prospect, remember: Be clear. Be kind. Be professional.
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