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Earn your customers trust - coaching sales
The discovery sessions we conduct with our clients are fundamental to create an atmosphere of trust, which allows for effective communication between both parties. It is natural that the first few meetings are fraught with some tension, as although we are used to this type of situation, it can be uncomfortable for the client to share their problems with someone unfamiliar.
In this guide, we will discuss the importance of establishing an atmosphere of trust with our clients and how this influences the optimization of results during our coaching sessions.
Trust is a key element that facilitates communication between us and our clients. Just as we do not relate honestly with those we do not know, the client may also be reluctant to discuss his or her problems with a stranger. Without an atmosphere of trust, the client is unlikely to communicate openly, which could affect the quality of the information he or she shares with us.
During discovery sessions, our goal is to gain a clear understanding of the client's current status, profile and the severity of the problem we need to address. It is not enough to ask questions if we have not created an environment where the client feels comfortable and calm to express themselves without reservation or distorting the real nature of the problem.
Devote the first few sessions to establishing an atmosphere of trust with your clients. You can address general topics that, although related, introduce aspects of the specific problem without being invasive and respecting the time necessary for communication to flow naturally. Do not judge your client, adopt an understanding attitude.
Practice empathy at every stage of the process. If you can create a friendly environment, you are likely to get truly valuable information, free from the noise that can come from trying to keep up appearances.
Don't worry about the time it takes to build trust with the client, don't rush into the problem if you feel that the communication you establish is not adequate. Elements such as laughter, body language and the way the client expresses themselves are key indicators of progress in this task.
As we get to know a person, we become more willing to share information about ourselves. One effective way to elicit information from our customers is by sharing personal details. Don't wait for the client to be the first to open up, you can also take the first step by sharing aspects about yourself.
Address topics about yourself that connect with what you want the client to share about his or her life. The sense of reciprocity may motivate them to offer you information in gratitude, a natural behavior that is often very effective in developing therapies or negotiations.
Remember that this highlights the importance of a coach having an integral and multidisciplinary profile, it is not only about having knowledge in your area, but communication and psychological skills are essential to achieve satisfactory results in your coaching sessions.
