As an owner of a small business, one of your many hats is building relationships with people with whom you do business. While building relationships with vendors, suppliers, and contractors is important, the relationship with a client is what dictates your ultimate success.
Building the critical client relationship starts with trust. However, how do you effectively build a foundation of trust with a potential client? Here are six important tips to remember:
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Exude a firm, confident handshake
Work on your confidence. Make eye contact when you shake a potential client’s hand. Be firm, but not overly strong. Avoid limp handshakes, as it presents a lack of confidence.
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Ask questions
Get to know your clients. While small talk may not seem important, it can establish rapport with a potential client and make them more comfortable with you. Rather than general “how’s the weather” questions, ask questions to find a point of common reference. So you both grew up in Texas? A perfect opportunity for bonding!
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Find out what the client needs
Don’t ever assume you know exactly what the client needs, and never try to sell something without knowing if it’s what the customer needs. Ask probing questions. Find out how the customer needs your product or service, or how they will use it. The more they know that you care about their problem, the more likely they will trust you (and your product/service) to help them.
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Listen actively
One of the most important elements of building trust is simply listening. If you ask questions, listen to the answers. Don’t dart your eyes around the room or look distracted. Show your client you are genuinely interested and concerned.
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Show why you’re the expert
Clients will better trust an expert. Let your clients know, without bragging, why you are best qualified to help with a problem or issue. Give previous similar examples or case studies. If a potential client understands you have solved the same problem before, they are more likely to choose you.
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Give your word and stick to it
If you make a promise or say you’ll do something, do it. Nothing breaks clients’ trust more than failing in your word.
