Part 2 Interacting with Clients

↑

⇐ ПредыдущаяСтр 2 из 3Следующая ⇒

5. Remain professional at all times. No matter what type of interaction you're having with a client, you'll need to remain professional in every capacity. That includes the way you speak, the things you say, and the way you carry yourself in front of your client.^[4]

· Don't be overly casual. Remember that you're dealing with a client, not a friend, so don't use curse words, tell inappropriate jokes, or use text speak or emojis with a client.

· Always double-check your grammar and spelling. A glaring error can be embarrassing and may look unprofessional.

· Ask about your client's personal life if they reveal any details, but don't pry or get too overly-familiar with the client. It may require trial and error to find a good balance.

· Say polite and appropriate things like, "It's great to see you. How was your weekend?"

· Avoid polarizing or inappropriate topics like politics, religion, social issues, and romantic endeavors.

6. Be proactive. Failing to be proactive can be frustrating for clients, and it may end up damaging your professional relationship. Always be the one to initiate correspondence, especially when something new comes up that your client will want to know about.^[5]

· Don't wait for your client to call you with news that affects them; break that news to the client, and your client will recognize your value. Constantly monitor news feeds for important information.

o However, don't report rumors unless it is something that will affect the value of your client's asset(s). Check your sources before contacting your client.

· Have an opinion on the things you inform your client of, and be bold and firm in your opinion.

· For example, if your client isn't sure about which stocks to invest in, you might say "Based upon your desire for income and limited risk, I think your should consider _____ because _____."

· Or, as a doctor, you should contact your patient when a test result of theirs comes back or when you hear of a new treatment for a medical issue they have.

7. Respect your client's time. While you should contact your client on a regular basis, you also don't want to take up too much of their time. Generally speaking, unless a client requests more time or has pressing matters that require greater attention, most phone calls should last no more than 10 to 15 minutes.^[6]

· Don't call your clients for idle chit chat. They're busy and so are you, so keep your contact as professional as possible unless your client reaches out to you socially.

8. Ask your client for their thoughts and opinions. Any time you discuss new business, ask your client what they think about the information you've shared. You should be giving your opinions on the matters you discuss with your client. Ask their opinion of the information you've relayed to determine whether your views coincide.^[7]

· Acknowledge and respect the client's opinion. Even if you disagree, say something like, "Yes, I can see your point."

· If you know that a client is wrong and that they're setting up for a failure or a huge loss of money, don't be afraid to speak up.

· Avoid telling a client he/she is wrong as it will make them defensive. Instead, ask questions like "Have you considered ______?" or "What if _____ happens?"

· Alternately, a lawyer might ask a client if they understand the actions being taken and whether or not they agree with the tactic being used.

9. Pay attention to body language. Body language can betray a lot of emotions whether you're aware of it or not. This can work to your advantage, as you'll be able to read your client's body language, but your own body language can also betray you to a client.^[8]

· Take note of both your client's body language and your own.

· Leaning back can be seen as arrogant, while leaning forward is seen as aggressive.^[9]

· Crossed arms across the chest can indicate feeling defensive or resistant.^[10]

· Fidgeting is a sign of nervousness or irritation.^[11]

10. Be aware of your tone and demeanor. Just as body language can betray unspoken feelings, so too can tone and demeanor. Be aware of the tone you're using and what that might convey to a client so that you can correct your tone or expressions as needed.^[12]

· Make sure your tone matches your facial expression.^[13]

· Check that your tone also matches the words that you're saying.^[14] If your words are conveying agreement but your tone conveys frustration, your client will pick up on this.

· Be sure to smile when you talk, especially over the phone. Doing so helps tone of voice sound optimistic and open.

Познавательные статьи:



Где возникла философия и почему?

Относительная высота сжатой зоны бетона

Сущность проекции Гаусса-Крюгера и использование ее в геодезии

Тарифы на перевозку пассажиров