Client Interaction Overview

The speaker discusses the importance of defining and coaching client interactions. They suggest using a functional description or requirement to establish expectations. By defining the ideal client interaction and involving team members in the process, expectations can be set and everyone becomes more engaged. The speaker emphasizes the importance of active listening and paraphrasing in client interactions. Now, when we go to subjects such as client interactions, or you'll hear this when we get into the section of communication, when you have a very broad term like client interactions, let us teach you very quickly something called define and coach. Now, most people don't do this. We tend to have job descriptions. We tend to have expectations that are often not documented. Now, we're not suggesting that you have to document everything, yet let us give you an ideal framework called a functional description or a functional requirement. When you think about the ideal client interaction, the formula is the following. An ideal client interaction is when somebody fills in the blank by doing what, and then you list the attributes and actions. Let me give you an example. The ideal client interaction is when someone is thoughtful and kind and present without interruption or lack of knowledge, always seeking ways to help the customer through thoughtful questioning skills and active listening, always demonstrating a positive tone of voice. Now, I just did that off the top of my head. When you define things, you now have the ability to inspect what you expect. So, one of the strongest things that you can do is with yourself or with your team, ask, what's our ideal client interaction? What's the ultimate definition we want to give? It is a great way to set expectations, especially when involving your staff members. Here's why. When people co-author what is expected, they become more willing participants. You could bring the group together, put them in groups of two or three. Everyone come up with their own definition, and let's list out all the things that we need to do in the ultimate client interaction. Then the rest of it, the qualms, the questions, the activities, the learning projects, really will serve us well. So going forward, in this section, let's say the ideal client interaction is always demonstrating thoughtful active listening and paraphrasing. Let's just use that as a frame of reference for the rest of the lessons within this section.