As we think about handling client calls and sales during change, I encourage you to instead position that thought, or those thoughts, as engaging with clients/members and sales respectfully moving forward.
These tips will be useful now, and in the future, and when our mindset is about moving ahead, versus how we are in change. We think of change as a chance to adjust or direct (people are getting tired of “pivot” and “shift”) our attention toward the opportunity, and not the circumstance.
In this approach, when you focus on the following, you will likely be geared toward the relationship rather than the sale, and therefore, will find more comes from the experiences than “just” a deal:
• Ways to communicate.
• When to share what and how.
• Addressing sales/asks.
• How to handle difficult conversations.
Ways to communicate include website updates, email (creative, and varied in approach and themes, and yet with similar branding, and tone), telephone calls, texts, social media (posts and live) and. yes, hosting of calls, video sessions, webinars, panels, or in-person meetings.
Still, how do you know what to use, and when?
Keep in mind that trust is the foundation and the umbrella on each and every relationship, so ensure you LET trust be the focus first through these three aspects of building a trusting relationship (these were covered in a previous TBBW article):
• L—Logic, we want to know how something progressed or how a situation evolved – give us the facts, and then share with…
• E—Empathy, as the feelings side of trust means you are considering someone else and his/her perspective with respect, and, finally, be …
• T—Transparent, while we may not want to know everything about you, we want to know you’re real and approachable, humble and honest, proud and aware.
As you communicate, consider your frequency and your tone. For frequency, personalize that based on your clients’ preferences learned through that asking. Do not automatically add people to your lists or communication. Checking in is not only a good step in communication, but it is also a professional courtesy, and I dare say expectation. Once you know the frequency, personalize those messages, and mindfully choose what fits your messaging, values, mission and brand. No matter what, stay positive.
Get, be and stay mindful of the recipient of the information. Stay focused on that person. Simply, don’t start conversations in any format with the word “I.” Instead, make your first words provide context. I call this “Starting with the basics to move beyond a basic exchange”. Using these words provides context:
• B—Because.
• A—Appreciating/Respecting.
• S—Since.
• I—In order to.
• C—Considering.
• S—Smile (we sense your mood through the message).
Beginning with one of the basics means you elaborate first, and ask or tell/compel second. An example is: Because we have not been able to meet in person, would you prefer we have a video meeting and a telephone call each month, or both sessions as video meetings?
You are giving the reason for the inquiry before the inquiry (and you will be offering choices, which is another tip for communication).
When we focus on what is best, and not being right, we get the best results for the best outcomes, and have the best chance for repeat business!
Through it all, clients, communication and sales, it takes a desire to connect, dedication to caring about people and situations, and approaches that garner trust and business partnerships. With these tools and your passion, I wish you the best in engaging with clients/members and sales respectfully moving forward. ♦
Debbie Lundberg is the founder of her Florida-based firm, Presenting Powerfully, where the focus is reversing the “slobification” of America with effective communication, professional behaviors and thriving relationships. This happens through four offerings: keynotes and talks, strategy and facilitation, teaming and training, and consulting and executive presence coaching. Additionally, Lundberg co-hosts “The Business Of Life Master Class Podcast.” A published author, certified life coach, certified leadership coach and certified image consultant, Lundberg’s latest book, Remote Work Rockstar: How to Work and Lead Successfully in a Virtual Environment, was released in May and is available through LuLu Press (lulu.com) or directly via her website, debbielundberg.com.
