Effective communication techniques can help you earn the confidence and trust of your clients. The words you use, the tone of your voice and your body language can influence their decision to choose you as their advisor.
Good communication techniques often come with experience and practice, says Nadia David, director of communications with Precidia Communications Inc. in Mississauga, Ont. It is up to you to control the way you are perceived by clients,
“Sometimes,” she says, “what you don’t say matters more than what you say.”
Here are five verbal and non-verbal communication techniques that can help keep your clients engaged and help you earn their trust and confidence.
1. Listen
Show your clients that you are interested in what they are saying by listening attentively.
“Do not interrupt,” says Prem Malik, financial advisor with Queensbury Securities Inc. in Toronto. “Let them finish. Demonstrate that you value their story, which will earn their confidence and trust.”
Make a mental note of any questions you would like to ask later, David suggests.
If you prefer to make written notes, Malik says, get the client’s permission first.
2. Face the client
“Sit face-to-face with the client, from a comfortable distance,” David says. “Facing the client shows that you’re interested in them.”
Adds Malik: “Make eye contact; look sincerely into their eyes, but do not stare.”
However, Malik adds, you should be aware that in some cultures looking at someone in the eyes can be seen as a sign of disrespect.
3. Show approval
Indicate that you understand or agree with what your client is saying by smiling or nodding your head. “[This is] one the easiest ways of conveying acceptance and making clients feel comfortable,” David says.
Compliment clients for making good decisions, without being patronizing, David says. And always be honest and sincere.
“Empathize with them when appropriate,” Malik says. Never openly contradict clients, he adds, but rather try to understand what they are thinking or why they might have done things a certain way.
4. Encourage candour
Urge clients to open up and tell their stories in order for you to get a deeper understanding of them, David says.
“Paraphrase what you heard in order to get clarification,” Malik says. “Don’t jump to conclusions or get ahead of yourself.”
Share similar client experiences to give the client confidence that you have worked with clients like themselves.
5. Avoid distractions
Allocate sufficient time for the meeting so that you are not rushed or distracted by having to attend to other things.
“Rushing a meeting can indicate that you are not interested in the client,” David says, “even though this might not be the case.”
Especially if it is a first meeting, Malik adds, make sure the meeting is held in a convenient place where you will not be distracted by phone calls or other interruptions. As well, he adds, “Turn off your smartphone.”