are you taking your customers for granted?
TRANSCRIPT
Connecting to Your Connecting to Your Customers/Patients:Customers/Patients:
Tricks Relationship Counselors Tricks Relationship Counselors UseUse
Presented by:Presented by: Boice CounselingBoice Counseling
Don Boice, LCSW-RDon Boice, [email protected] (585) 802-1273(585) 802-1273
AgendaAgenda1. Introduction1. Introduction2. Main Points2. Main Points A Better Relationships Come From A Better Relationships Come From
Better ListeningBetter Listening B You Can Build Rapport Better B You Can Build Rapport Better
C Empathy Makes You Feel Better, C Empathy Makes You Feel Better, TooToo
3. Review/Summary3. Review/Summary4. Questions and Answers4. Questions and Answers
RelevanceRelevance• I know people who have gone to their I know people who have gone to their
hairstylist more often than needed hairstylist more often than needed simply to get human connection.simply to get human connection.
• What percentage of visits to the doctor’s What percentage of visits to the doctor’s office are stress-related? Human office are stress-related? Human connection makes everyone feel better.connection makes everyone feel better.
• How does this issue touch your life?How does this issue touch your life?• What can you do about it right now?What can you do about it right now?
RelevanceRelevance• When you connect with your When you connect with your
customers/patients you demonstrate customers/patients you demonstrate your humanity as well as your your humanity as well as your business ability business ability
• When they feel connected to you, When they feel connected to you, they return, add to your sales, refer they return, add to your sales, refer others and tend not to sue youothers and tend not to sue you
Main PointsMain PointsA Better Relationships Come From A Better Relationships Come From Better ListeningBetter Listening
B You Can Build Rapport Better B You Can Build Rapport Better C Empathy Makes You Feel Better, C Empathy Makes You Feel Better, TooToo
Better Relationships Come Better Relationships Come From Better ListeningFrom Better Listening
• How do you start building the relationship?How do you start building the relationship?
• Are you factoring in how they like to Are you factoring in how they like to communicate? communicate?
Based on age, gender, field of interest, Based on age, gender, field of interest, education, personal preferenceeducation, personal preference
• How do you know you are helpful to your How do you know you are helpful to your customers/ patients? Do you ask?customers/ patients? Do you ask?
Better Relationships Come Better Relationships Come From Better ListeningFrom Better Listening
• How does this topic relate to the How does this topic relate to the bottom line?bottom line?
• What patterns do you notice in your What patterns do you notice in your work related to building a work related to building a relationship?relationship?
• How have you used this in the past?How have you used this in the past?
Are You “Tuned In?”Are You “Tuned In?”• What do you do to show that you are What do you do to show that you are
eager or curious to get to know eager or curious to get to know them?them?
• Do you follow up and clarify when Do you follow up and clarify when they talk?they talk?
• Are you listening “between the lines” Are you listening “between the lines” when they talk?when they talk?
Listening TipsListening Tips• Lean forward, if facing themLean forward, if facing them• Make soft eye contact, taking breaks Make soft eye contact, taking breaks
from itfrom it• Demonstrate that you are listening by Demonstrate that you are listening by
back-channeling-”uh huh” “oh” “right”back-channeling-”uh huh” “oh” “right”• Clarify/paraphrase if you are not sure Clarify/paraphrase if you are not sure
what they meanwhat they mean
Listening Tips ContinuedListening Tips Continued• Let them know you Let them know you
respect their opinionrespect their opinion• Try to show that you Try to show that you
“get” them“get” them• Validate more often Validate more often
and practice itand practice it• Don’t share your Don’t share your
opinion right awayopinion right away
• Show them that Show them that you were paying you were paying attention and attention and noticed themnoticed them
• Everyone wants to Everyone wants to be noticed, be noticed, understood and understood and ultimately ultimately appreciatedappreciated
You Can Build Rapport BetterYou Can Build Rapport BetterObstaclesObstacles•Triggered- I got distracted when you Triggered- I got distracted when you mentioned…mentioned…•Daydreaming or easily distractedDaydreaming or easily distracted•Not cooperative- I do not want to bondNot cooperative- I do not want to bond•Fix or problem solve- tends to be masculine Fix or problem solve- tends to be masculine stylestyle•Forgetting- they are telling you what matters Forgetting- they are telling you what matters to them, take notes if you have toto them, take notes if you have to•All about me- talking too much can come off All about me- talking too much can come off as self-centeredas self-centered
Bond Better- BlocksBond Better- Blocks• What blocks do you have within What blocks do you have within
yourself to listening, and listening to yourself to listening, and listening to this particular person or group?this particular person or group?
• What steps can you take to resolve What steps can you take to resolve this issue?this issue?
Deeper RapportDeeper RapportManage their experience without being Manage their experience without being negatively manipulative:negatively manipulative:•““We are in this together”We are in this together”•““I like you; you are similar to me.”I like you; you are similar to me.”•““I can relate”I can relate”•““You are my people”You are my people”
Pay Attention, Then MatchPay Attention, Then Match• How are they How are they
sitting?sitting?• Can you sit like Can you sit like
they are sitting- they are sitting- mirror image of mirror image of them?them?
• How fast are they How fast are they speaking? speaking?
• What volume are What volume are they using?they using?
• What tone and What tone and what words are what words are they using?they using?
• When people have When people have someone who someone who speaks like them, speaks like them, they relax.they relax.
Are We Alike?Are We Alike?• Deeper bonds are faster if they sense Deeper bonds are faster if they sense
similaritysimilarity• It is as if they do not need to explain It is as if they do not need to explain
themselves as much and they feel themselves as much and they feel understoodunderstood
• Matching eye contact, music, words Matching eye contact, music, words used and clothes – all convey “these used and clothes – all convey “these are my people”are my people”
Empathy Makes You Feel Empathy Makes You Feel Better TooBetter Too• Empathy =Walk a mile in my shoesEmpathy =Walk a mile in my shoes• We buy (not only products and services, We buy (not only products and services,
but ideas) from people we trust. but ideas) from people we trust. • How can you increase their level of trust?How can you increase their level of trust?• How well do you know your How well do you know your
customers/patients? Are you curious customers/patients? Are you curious about them?about them?
• Anticipate-what would you want if you Anticipate-what would you want if you were them?were them?
Empathy Makes You Feel Empathy Makes You Feel Better, TooBetter, Too• Human connection feels goodHuman connection feels good
• If you are excellent at getting If you are excellent at getting connected to your customers/patients- connected to your customers/patients- you are good at businessyou are good at business
• How can you use this material in other How can you use this material in other areas of your life?areas of your life?
To Return to Where We To Return to Where We BeganBegan
A Better Relationships Come From Better A Better Relationships Come From Better ListeningListening
B You Can Build Rapport Better B You Can Build Rapport Better C Empathy Makes You Feel Better, TooC Empathy Makes You Feel Better, Too
Action PlanAction Plan• How would things change if you How would things change if you
implemented the ideas we talked implemented the ideas we talked about?about?
• How will you commit to applying this How will you commit to applying this to your life this week?to your life this week?
QuestionsQuestions• What questions do you have that What questions do you have that
have not yet been answered?have not yet been answered?• When you think of a question, you When you think of a question, you
may reach Don Boice, LCSW-R at may reach Don Boice, LCSW-R at (585) 802-1273(585) 802-1273