Published on March 5, 2014
Connecting to Your Customers/Patients: Tricks Relationship Counselors Use Presented by: Boice Counseling Don Boice, LCSW-R firstname.lastname@example.org (585) 802-1273
Agenda 1. Introduction 2. Main Points A Better Relationships Come From Better Listening B You Can Build Rapport Better C Empathy Makes You Feel Better, Too 3. Review/Summary 4. Questions and Answers
Relevance • I know people who have gone to their hairstylist more often than needed simply to get human connection. • What percentage of visits to the doctor’s office are stress-related? Human connection makes everyone feel better. • How does this issue touch your life? • What can you do about it right now?
Relevance • When you connect with your customers/patients you demonstrate your humanity as well as your business ability • When they feel connected to you, they return, add to your sales, refer others and tend not to sue you
Main Points A Better Relationships Come From Better Listening B You Can Build Rapport Better C Empathy Makes You Feel Better, Too
Better Relationships Come From Better Listening • How do you start building the relationship? • Are you factoring in how they like to communicate? Based on age, gender, field of interest, education, personal preference • How do you know you are helpful to your customers/ patients? Do you ask?
Better Relationships Come From Better Listening • How does this topic relate to the bottom line? • What patterns do you notice in your work related to building a relationship? • How have you used this in the past?
Are You “Tuned In?” • What do you do to show that you are eager or curious to get to know them? • Do you follow up and clarify when they talk? • Are you listening “between the lines” when they talk?
Listening Tips • Lean forward, if facing them • Make soft eye contact, taking breaks from it • Demonstrate that you are listening by back-channeling-”uh huh” “oh” “right” • Clarify/paraphrase if you are not sure what they mean
Listening Tips Continued • Let them know you • • • respect their opinion Try to show that you “get” them Validate more often and practice it Don’t share your opinion right away • Show them that you • were paying attention and noticed them Everyone wants to be noticed, understood and ultimately appreciated
You Can Build Rapport Better Obstacles •Triggered- I got distracted when you mentioned… •Daydreaming or easily distracted •Not cooperative- I do not want to bond •Fix or problem solve- tends to be masculine style •Forgetting- they are telling you what matters to them, take notes if you have to •All about me- talking too much can come off as self-centered
Bond Better- Blocks • What blocks do you have within yourself to listening, and listening to this particular person or group? • What steps can you take to resolve this issue?
Deeper Rapport Manage their experience without being negatively manipulative: •“We are in this together” •“I like you; you are similar to me.” •“I can relate” •“You are my people”
Pay Attention, Then Match • How are they sitting? • Can you sit like they • What volume are they • • are sitting- mirror image of them? How fast are they speaking? • using? What tone and what words are they using? When people have someone who speaks like them, they relax.
Are We Alike? • Deeper bonds are faster if they sense similarity • It is as if they do not need to explain themselves as much and they feel understood • Matching eye contact, music, words used and clothes – all convey “these are my people”
Empathy Makes You Feel Better Too • Empathy =Walk a mile in my shoes • We buy (not only products and services, but ideas) from people we trust. • How can you increase their level of trust? • How well do you know your customers/patients? Are you curious about them? • Anticipate-what would you want if you were them?
Empathy Makes You Feel Better, Too • Human connection feels good • If you are excellent at getting connected to your customers/patients- you are good at business • How can you use this material in other areas of your life?
To Return to Where We Began A Better Relationships Come From Better Listening B You Can Build Rapport Better C Empathy Makes You Feel Better, Too
Action Plan • How would things change if you implemented the ideas we talked about? • How will you commit to applying this to your life this week?
Questions • What questions do you have that have not yet been answered? • When you think of a question, you may reach Don Boice, LCSW-R at (585) 8021273
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