Eleven Tips for Encouraging Client Dialogue

Lana J. Chandler
May 7, 2009 | COMMENTS

Having conversations with clients is vital to discovering real needs and offering viable solutions. While it's important to ask good questions, your attitude and behaviors are equally important.

How do you approach clients with questions? That's a huge factor in whether people are responsive and see it as a positive interaction. To get clients talking, try these 11 tips:

1. Use good manners. Be polite. Treat the client with courtesy and respect. Make words like ma'am, sir, thank you , and please part of your normal vocabulary.

2. Build trust. Accuracy and professionalism encourage people to trust you. Trust makes people feel comfortable. They're more willing to share information with you. And they're more likely to listen when you offer solutions.

3. Create a base relationship. Get to know people by name. Be responsive to comments they make, even when it's idle chit-chat about the weather. Have conversations outside of “What can I do for you today?”

4. Sound conversational. Don't fire away questions like you're interrogating the person. Although your dialogue is a fact-gathering session, make it sound like a casual, friendly chat.

5. Make eye contact. Smile and act relaxed.

6. Ask open-ended questions. These typically start with how, what, why, tell me, describe, or explain. Be specific as possible while at the same time leave enough room for the person to talk. Don't say, “Have you heard about online banking?” Do say, “How would you like to bank anytime day or night from your home?”

7. Use “canned” questions to jump-start conversations. An example: “What are you looking for in a checking account?”

8. Show genuine interest. You have to be sincerely interested in what people say. It shows that you care and want to help.

9. Let the client talk. You'll get more information if you let the client talk and you listen.

10. Listen effectively. Do more than just “hear” the words. Effective listening is a two-step process: 1) Actually hear what is being said; 2) Accurately translate the speaker's message, including body language.

11. Know when to back off. Pay attention to the client's attitude and body language. When the person is casual, relaxed, and smiles, then continue chatting. But standoffish behavior, no smile, a straight and stiff posture, or a blank look indicates the person isn't open to conversation. If the client appears to be disinterested or resistant, end the dialogue. Thank the person for his or her business, smile, and wish them a great day.

This story appeared in Branch Manager's Letter at www.branchmanagersletter.com and is reprinted with permission. Contact publisher Lana J. Chandler at 304-343-0206 or Lana@BranchManagersLetter.com.