Client Care | Building Trust Through Empathy

Checking in with your clients is a great best practice. It keeps you top-of-mind, allows you insight into what business needs they may have, and lets them know you care. Because you are a trusted advisor, however, you may find they lean on you for help and advice that sometimes veers outside of your area of expertise. Then what?
Here are some tips for navigating potentially vulnerable and personal conversations:

• Express Genuine Concern: Clearly express your genuine concern for their well-being. Use empathetic language to convey that you're there to offer support, even if it's just through listening.

• Create a Safe Space: Assure them that the conversation is a safe space where they can freely express themselves without judgment.

• Listen Actively: Practice active listening during the conversation. Give them your full attention and ask open-ended questions.

• Offer Support: Depending on the nature of the conversation, offer support in whatever way you can. This could be providing resources, offering guidance, or simply being a compassionate listener.

• Follow Up: After the conversation, follow up with a brief message to thank them for sharing and reaffirm your support. Let them know that you're there for them whenever they need it.

Approaching these conversations with sincerity and empathy, you are not only strengthening your professional relationships but also fostering a culture of trust and empathy for your clients.