Effective Communication With Clients
How to Have Positive Interactions with Clients
Nothing causes a client or potential client to retreat like the perception that he/she isn’t valued. When you truly engage with clients using effective communication skills, you are letting them know that you value and respect their perspective, whether or not you agree with it.
For some professionals, effective communication comes naturally. For others it’s a skill that must be practiced and honed. Regardless of which camp you’re in, effective communication is required if you want open, healthy relationships with clients. Here are a few things to consider as you interact with them:
Practice Active Listening
There are two key elements of effective communication: listening and speaking. You may be surprised to learn that listening is the more important of the two. If you’re not attending to the speaker and his/her message, it doesn’t matter what you say; your exchange will not be successful. Effective communication requires both parties to listen and speak when appropriate. That requires you to do your fair share of listening, and that doesn’t mean nodding your head absent-mindedly while replaying the last episode of Survivor in your head. Here are some pointers that will ensure that you are listening well.
Focus your attention on the client and what he/she is saying. This may take some practice, especially when you’re not interested in what the client is saying (and let’s be honest-that does happen on occasion). Make a conscious effort to block out any distractions and focus on your client and what is being said.
Ask questions aimed to clarify, specify, or verify your understanding. There’s no reason to listen if you’re not attempting to understand what the client is saying. Asking questions is a great way to further engage your client and to ensure that your interpretation of their position is complete and accurate.
Acknowledge the speaker. Just about every speaker watches to see if the listener is truly engaged with what is being said. Here are some ways you can put clients at ease and ensure that you are indeed listening to them:
- Restate the client’s position. Not only does this indicate to the speaker that you are listening, but it also helps you to know that you understand what has been said.
- Give appropriate listening cues. Nodding your head or responding occasionally (”of course” or “I understand”) will let your client know that you’re listening.
- Watch your body language. Maintaining eye contact and leaning forward attentively are ways to present an open body language that encourages your client.
Practice Thoughtful Speaking
Occasionally you will have a turn to speak, and when you do, you should practice thoughtful speaking.
Encourage interruptions. As children we were encouraged not to interrupt. While you don’t want your client to cut you off inappropriately, you do want him/her to feel comfortable asking related questions or stating a lack of understanding.
Use plain language. You are specialized in tax preparation and feel comfortable using esoteric tax terminology. Most likely your client does not feel quite as comfortable with tax-speak. Without sounding condescending, ensure that you’re using language your client can understand.
Avoid absolutes. Absolutes are rare. You don’t often meet clients who “never” respond to email or answer their cell phones. Using absolutes will often put one party on the defensive and is not, quite frankly, conducive to effective communication. Avoid using words that imply absolutes like always, never, impossible, every, or none; gently challenge your client when they do the same.
Don’t get defensive or place blame. This rarely advances a conversation and generally causes bad feelings among participants.
Confirm understanding. Ask questions to ensure that your clients understand what you have said.
Invite feedback. Encourage clients to offer their feedback and be open and receptive when they do.
Effective communicate will help you to retain clients. When you practice active listening and thoughtful speaking, your clients feel respected and valued, whether or not you’re in agreement. Take the time to evaluate your communication skills and work on those areas that need of attention. In no time, you’ll find yourself enjoying healthier, more open relationships with your clients.
