Over the next few weeks, we’re going to explore the behaviours that drive client loyalty.
From our own work with clients (and running consistent reports on the professions), it’s clear that there are three key components when it comes to cementing client engagement:
1. Personal connection/chemistry
First up; personal connection/chemistry.
“Connection is why we’re here: it is what gives purpose and meaning to our lives.” – Brene Brown
To some extent, this is about liking someone. If your clients are doing something emotionally or financially risky, they want to ensure that they are going through it with someone they like. But it is about much more than that. If we trust that someone is fighting our corner (and doing so well!), then we will want to stick with them.
There are all kinds of techniques and tricks to build that connection, but, ultimately, the surest base is to work with people that you like, respect and want to do well.
If you find you’re working with people you don’t connect with, move on; life is too short to fake affection. If you do get on well with them, then the relationships have a better chance of working out.
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