Getting to Know Your Client Dave Michalak Aloha Travel

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There are certain things I try to do when meeting with a client, whether it’s for the first or fiftieth time. I find that practicing any or all of these four principles can help instill further trust between you and your valued client. Not all of these will work in any given meeting, but the more you practice them, the better you will know when to use them in the future.

1. Start your meeting by NOT talking about the business at hand. It’s important that your client not feel that the sole purpose of their existence at that meeting is to give you what you need, whether it’s money, information, or whatever. Start by being just a regular person, talking about what might come up. Sometimes that isn’t easy but you might be surprised at how you can work in a subject to break the ice. It’s especially challenging when it’s your very first visit with a new (or prospective) client, but starting off with some regular people chat might help put them at ease, allowing them to better settle into the flow of your meeting. It’s OK to ask, and mean “how are you?” or “how are things with you?”
2. Don’t be afraid to empathize or sympathize if it’s not awkward. This approach is not easy in many instances, and frankly there are times when it might not be appropriate, but showing that you earnestly care, when you can, gives you that extra human quality that we want our clients to be familiar with. For instance, if we get into a conversation about a serious medical issue with my client or a relative, I might share my take about my father’s Parkinson’s Disease and how that has affected both he and our family as a whole. Your client will be more comfortable to talk about themselves, giving you the window to learn about them better. Sometimes just a small inference, as opposed to an outright anecdote, can convey empathy or sympathy. Again, show that you are just like them, not superior because you happen to be the one controlling the transaction at hand.
3. Live vicariously through your clients (and don’t be afraid to show it). One of the best ways to show that you sincerely care about your client is to feel what they are likely feeling (especially if it’s good, but even if it isn’t). For instance, if you healed them medically, try to feel what it must now feel like after your expertise. For me, I try to feel what it’s like after taking care of a trip that might have been in the works for months or years, and seeing it come to fruition. It’s okay to show your client that you are happy for them and their new condition, whether it’s financially, medically, or however. It’s all right to get a bit excited over their newfound success, for after all, you helped create it. Feeling what your clients feel gets you more in touch with what it takes to deliver that extra special touch.

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