RAINMAKERS
Opportunities That Can Stimulate Relationship Growth
By Dr . Clifford Ferguson
A Company Crisis
A friend in need is a friend indeed , as the saying goes , and whenever there is an institutional crisis there is an opportunity to take the relationship to a new level . An earnings shortfall can lead to the wholesale sacking of professional advisors and other suppliers or it can be a chance for you to show the client how you can help them dig out of a hole .
A Personal Crisis
This could include such things as a crisis in a client ’ s personal life ( e . g ., family difficulties ) but also on a professional level ( e . g ., uncertainty about one ’ s career or getting laid off ). You don ’ t want to be intrusive in these situations , but they are an opportunity to show empathy , act as a sounding board , and to let your client know you ’ re there for them . 2020 , certainly , has been a trying year for many people .
A Relationship Crisis Or Client Dissatisfaction
The research shows that dissatisfied clients usually just vote with their feet and walk away without saying anything . If a client expresses disappointment or displeasure , it ’ s a wonderful opportunity to potentially take the relationship to the next level by rising appropriately to the occasion . When this happens , there are specific steps you need to take , for example : Listening deeply without being defensive ; showing you have fully understood the client ’ s perspective ; jointly agreeing the
Whenever there is dissatisfaction with an incumbent , it creates an opportunity . Often , it represents a chance to get your foot in the door on a small project . That ’ s why , even if a particular competitor of yours is well-ensconced with a potential client , it can make sense to call on them regularly and build a low-key relationship . You never know when someone will slip up or when a senior executive will decide to try someone new . solution ; and rebuilding trust in small , daily increments .
A Difference Of Opinion
How effectively and empathetically you deal with a significant difference of opinion can have a huge impact on your relationship . A difference of opinion can be a great moment to showcase your intellectual and emotional breadth . Are you able to ask thoughtful questions and listen deeply to your client ’ s views ? Can you utilize a multiplicity of techniques to support your view and also influence your client ’ s position ( e . g ., factual argumentation versus storytelling , etc .)?
Giving in too quickly and easily can give the impression you want to please your client and won ’ t take a stand on issues of importance . Being overly rigid and stubborn about your positions can be equally bad - after all , who wants to work with someone who is inflexible ?
A New Executive
It is typically at the beginning of an executive ’ s tenure in a new role that he or she is most open to both reaching for outside help and for accepting and acting on the advice they receive . If you are already working in the organization , this is a chance to be available as a resource about the culture , organization , corporate history , and so on . If not , your positioning might be one of providing fresh ideas , bringing objectivity to the situation , and not having ties to the status quo .
22 MAL40 / 21 ISSUE