“Listening can make the difference between a mediocre organization and a great one.” Lee Iacocca
Relationships take work. A client isn’t a dollar sign or your next meal ticket. If your goal is to develop longevity with a business or brand, then cultivating an authentic client connection is non-negotiable.
Treat your clients how you would want to be treated by following these 3 steps.
- Listen. Hearing is not listening. A client can tell the difference. So…
- Zip those lips.
- Be fully present.
- Take notes on what is being said.
- Empathize where appropriate.
- Recognize non-verbal communication (yours and theirs.)
- Repeat needs and concerns back to them as you understand them
- Say Goodbye to Sales Tunnel Vision. If your focus is on the sale instead of the client, it will be noticed. So…
- Focus on their needs.
- Think outside the box.
- Find solutions.
- Be flexible.
- Build a Genuine Relationship. This is key. The Oxford dictionary defines genuine as “truly what something is said to be; authentic.” Authentic connection can be had if you…
- Express interest
- Ask questions
- How is your family?
- Did you have a good holiday?
- Keep track of what you learn, so you can…
- Inquire or mention those things
- Wish them happy birthday
- Ask how their child’s first year in school is going
- Ask how they did in their last 5k
- Pay attention to the little things
- If his coffee of choice is Starbuck’s Espresso Roast, then be sure to have it on hand at your next meeting.
This is not rocket science. Clients are people – most of whom appreciate sincerity, consideration and respect. Invest your time in order to gain theirs.
What do you think? What have you done to build genuine client relationships?