Brighten Your Client’s Day
Refocus Their Energy on the People & Things They Love
After providing your client with the facts, focus on the context for their life and address what is going on with them and the world around them. It is time to refocus their energy with a higher perspective.
My friends, we all need hope. Don’t leave them stranded without it. Put some HOPE in your client experience folder and remember to take it out.
There is always hope. I truly believe that, and, if you’re lacking in this area, reach out to us; you need this! It is essential.
You can brighten someone’s day by helping them refocus on the light at the end of the tunnel instead of worrying about getting to the end of their last roll of TP.
In my more than 30 years in this business, as many of you who’ve been through so much with me, we’ve had various times of turmoil, numerous threats we’ve overcome and, in the end, there is victory. Believe it and deliver hope in healthy doses.
At the end of every conversation you have with a client, a prospect, a family member or–really–anyone, be sure they feel better after speaking with you, even when you are delivering bad news. This is completely possible.
Here are a few ideas to put in your How to Brighten Your Client’s Day Box:
1. START WITH MIRRORING
If you sound bright and cheery when they are worried and confused, they will feel like you don’t understand. Hear their tone and, if you get on a WebEx or Skype (and we want you to), look at their facial expression. Be considerate and empathetic and match your tone and facial expression to theirs in a sincere way. Researchers refer to this as accommodation and it sets people at ease.
2. USE ACTIVE LISTENING AND REFLECT BACK
Hear what they are saying and let them know you heard them or, if you are confused, ask them to repeat or clarify. Then, confirm what you are hearing them tell you, so you are certain you got it and they feel heard before you start sharing advice.
3. TAKE THE LEAD
Once you are being empathetic and listening well, you have earned the right to take the lead, slowly and subtly. Lift your posture, pick up the pitch of your voice with a glimmer of hope, and share a meaningful message.
4. AUTHENTICITY
When you considerately share your heart with someone and tell a story about your own experience, it is unarguable. Let people take a peek into who you really are and give them some personality to hang on your brand. They probably already like you and this will deepen that relationship.
5. DON’T LET THEM STAY STUCK IN THE CIRCUMSTANCES OF THE DAY
The future is the place where hope resides. Ask questions about places they might like to travel to when that is possible again. Who would they like to see and where will they go out to eat first? Bring them from here to there mentally, then promise to work on making plans with them to see it happen. That is what we do, folks!
I believe we can all deliver a Ritz-Carlton-like experience for no money right over the WebEx or phone in these dark times. And if that’s true, why wouldn’t you?
When you give people the sense that you truly care (and authentically do) and bring hope along with you every time you meet, people will be drawn to you. You’ll probably have a better day yourself!
If you want to step it up even further and get ideas to deliver to your clients that will wow them, contact Debbie Weliver for more ideas.
About the Author
Bernie DeLaRosa, CFP®, ChFC®, CRPC®, CLU®, APMA®, CASL®, BFA™
Managing Business Consultant
- Mergers/Acquisitions/Practice Sales
- Legal Agreement Definition
- Advisor Leadership Skills
- Initial Practice Assessment