In a previous post, I wrote about the tell-tale signs of a deep client relationship. When you know you’ve created a strong bond with your clients. However, how do you get there? How do you create a strong foundation of trust? Here are some suggestions.
1 it’s the accumulation of small gestures
Trust is built over time. You have to earn it. You have to prove it again and again. Often, it’s the small things that have the most impact. Be responsive. Follow up on the actions you committed to. Don’t forget the details. Be proactive and efficient. Be thoughtful. It shows you care. It creates a reputation for efficiency.
2 Show Don’t Just Tell
Actions speak louder than words. In proposals or in meetings you may well sound impressive. But don’t just talk, make sure you deliver. Run a great workshop, give a powerful presentation, and solve the tough challenges. Deliver a great project. Make sure you walk the talk. It’s only then that clients will believe in you.
3 Be generous
In a great relationship, you act generously. Give your time and effort freely to your clients. Don’t skimp. Share your knowledge. Share your network. Connect your client to useful people. Give your ideas. Of course, there’s a fine line to tread. Don’t under-charge for the work you’re delivering or allow your generosity to be exploited. But always look to over-deliver. To go beyond expectations.
4 Show a Personal Interest
Use downtime or social time with your clients as an opportunity to get to know them as real people. Be sensitive to professional boundaries, but ask open questions about them beyond work. Be wide-ranging in the topics of conversation. Be sincere. Show an interest. Listen carefully and remember what they’ve said to you. Go with their flow. If they’d prefer to keep conversations purely about business, that’s fine. But if they open up, go deeper.
5 Show Your Appreciation
As with all relationships, never take it for granted. It’s a commercial relationship, so your business can easily be taken away. Ensure you thank your clients for the work they’ve given you in a personal and genuine way. Demonstrate you appreciate their support and the faith they’ve put in you.
6 Maintain a Positive Mindset
Part of your role is to be a source of positive energy for the client. They should look forward to seeing you. You need to be optimistic and enthusiastic, even through tough times. A ray of sunshine. If there are obstacles to overcome, remain confident and motivated. Help them find a way through. Support them when they need a boost. Leave them feeling upbeat and inspired.
7 Keep Listening, Keep asking
Your job is to really understand your client. Become a great listener, particularly when you’re trying to get to the heart of their issues or find out more about their business. Deploy a range of questioning styles. Be curious. Be naive. Show an interest.
8 Be open and honest with your feedback
At times, you’ll be asked for your opinions and feedback. Make sure you’re clear, open, and honest. Couch it in the right language of course, but don’t get labelled as someone who always agrees, or who doesn’t have a considered opinion. Equally don’t be afraid to ask for feedback. Once you receive it, make sure you act on it.
To Summarise
Remember to be patient. It takes time to earn and deserve a client’s trust. Be consistent. Try out these approaches and over time, your relationship will deepen. At the heart of everything is simply doing your best. Work hard, be diligent, and show you care. That’s all a client can ask for. Once you’ve built a foundation of trust, you’re in a great position to achieve great things together.