93% of communication is intangible.
Intangible factors such as personal chemistry and working style compatibility are the nuts and bolts of successful client relationships. These intangibles are communicated through actions more than words. Professionals need to pay attention to not only what they say but how they say it.
People work with people they like and trust.
Client service is an intangible that becomes real to the client as it takes place. As you work together clients compare your treatment of them to their experience with other service providers and their personal approach to client service. Communication becomes the instrument that builds a positive professional experience.