Why you should talk in a language your customers understand

I was with a client in the last few days who have a new business partner. They were talking in TLAs.

You know, Three Letter Acronyms.

KPI this. SLA that. SWOT the other. Blah, blah, blah. My client didn’t have a clue what was being said. They said in a broad Yorkshire accent, “We’re from up North, can thi’ talk proper!”

Then the penny dropped with the partner and they realised that they weren’t being heard.