All business requires an ability to listen, and accurately assess a client’s need. You cannot build a rapport if you only talk about yourself ad nauseum. Seems simple enough, but sometimes the anxiousness to close creates scenarios where jumping to conclusions and dismissing the client’s concerns reign supreme.
Growing your business requires understanding that your client/customer needs to arrive at the conclusion for themselves. Your ability to do your service calls for a client buy in to your solution, not force feeding them semantics and dismissive know-how. Additionally, and more importantly, your solution must come from a collaboration with your client. Even with product based servicing, the solution must be tailored to fit your client’s needs. Avoid the trap that inevitably comes from pushing a resolution your client does not fully understand, doesn’t see the promise of or simply doesn’t like by listening to whether they’d go forward with it or not. This takes time, so listen and rapport build!
No customer or client, at least a competent customer or client, will blindly go forward with whatever your recommendation is. Investing in you means building a trust that your solutions actually work.
So how should you approach resolutions with your clients? Glad you asked…
Provide Recommendations (With Possible Outcomes and Drawbacks)
Provide Alternative Recommendations. No problem has one answer. Provide several resolutions with each one’s pros and cons.
Build up to bigger issues.
All business transactions start small. Building trust comes first, and trust comes with collaboration, respect and results. Tackle issues via timetables, and knockout simple tasks first.
Don’t hard sell your recommendations, and let your client make the decision on how best to approach a scenario (with your guidance, of course). Ultimately, the client/customer will do what works best for them, and at their own pace.
Belief in the approach is the whole game, and if your client is not committed to the process, no one wins.
In a world where so much is based on brand hype and egocentricity, listening has become a lost art. Yet, to be a successful businessperson, you first need to learn that silence is sometimes golden.
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