Last updated on Mar 23, 2024

What do you do if your clients don't feel heard?

When your clients express that they're not feeling heard, it's a critical moment that calls for immediate and effective action. Your ability to listen and respond to their concerns not only impacts the immediate situation but can also set the tone for your future relationship. Interpersonal skills come into play here, where empathetic listening and clear communication are fundamental. It's essential to navigate these situations with care to ensure your clients feel valued and understood, which ultimately contributes to a more robust and trusting professional relationship.

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1 Acknowledge Concerns

When a client feels unheard, the first step is to acknowledge their concerns. This doesn't mean you have to agree with what they're saying, but it's crucial to show that you're listening and you understand why they're upset. Use phrases like "I hear what you're saying" or "I understand why that would be frustrating." This can help to defuse tension and make the client feel respected. Remember, the goal is to make sure they know you're taking their concerns seriously.

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2 Active Listening

Active listening involves fully concentrating on what is being said rather than just passively 'hearing' the message of the speaker. Reflect back what you've heard by summarizing their main points. This shows you're not only listening but also processing the information. Ask questions to clarify and ensure that no detail is misunderstood. Your body language can also convey attentiveness: maintain eye contact, nod, and lean in slightly to show engagement.

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3 Provide Solutions

Once you've understood the client's concerns, it's time to move towards providing solutions. Be transparent about what you can do to address their issues and explain the steps you'll take. If a solution isn't immediately available, set a clear timeline for when they can expect a response. This shows that you're proactive and committed to resolving the issue. It’s important to follow through on any promises made during this stage to maintain credibility.

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4 Follow Up

Following up after the initial conversation is crucial. It shows that you're still thinking about their concerns and are committed to resolving them. A simple email or phone call can go a long way in reinforcing that their voice is important to you. Use this opportunity to provide updates on any solutions you're working on, or ask if there have been any changes since your last conversation.

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Kush Rajde

Cloud Consultant by Profession, Public Speaker by Passion
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Following up with your clients should not be pushy rather you should be creating a pull effect in your conversations by making them feel comfortable. - Your clients don't just want you to be talking about business rather they want you to connect with them at a human level. - Offer them various perks while following up like coffee, beer, dinner, or lunch at a professional level. Get to know them and their work through such propositions. - When they mention that they are having a family emergency or on sick leave, acknowledge that the next time that you are following up. This shall make them feel heard and shall share comfort with you.

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5 Adjust Practices

If clients not feeling heard is a recurring issue, it may be time to adjust your practices. Consider implementing new strategies for communication, such as regular check-ins or feedback surveys. Training staff in effective communication techniques can also help prevent these situations. Reflect on each case where a client felt unheard to identify any patterns or common factors that can be addressed.

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6 Maintain Patience

Throughout this process, maintaining patience is key. Clients who feel unheard may be frustrated or angry, and it's crucial to remain calm and professional. By keeping your composure, you're more likely to defuse the situation and find a constructive path forward. Patience also allows you to take the time necessary to truly understand the client's perspective and craft an appropriate response.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if your clients don't feel heard?

1

2

3

4

5

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1 Acknowledge Concerns

2 Active Listening

3 Provide Solutions

4 Follow Up

5 Adjust Practices

6 Maintain Patience

7 Here’s what else to consider

Interpersonal Skills

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What do you do if your clients don't feel heard?

1

2

3

4

5

6

7

1 Acknowledge Concerns

2 Active Listening

3 Provide Solutions

4 Follow Up

5 Adjust Practices

6 Maintain Patience

7 Here’s what else to consider

Interpersonal Skills

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