Show them that you are polite by doing the simple things right.
Offer to remove boots
Remember their name
Look them in the eye
Shake their hand or not
Don’t use their bathroom
If they offer you a drink? Water is fine, if they offer you a coffee/ tea/ beer I always ask if they’re having one, to see if they want to have a coffee with me or whether they’re just being polite hosts.
1. Preparation
Prepare - read the plans, have questions ready, have plans with you, use a hard backboard, if you use an iPad have the plans preloaded, ready to take notes
Have a plan of what to ask, a list of leading questions, open ended questions to get them talking about their needs, have a game plan
2. Presentation
Dress ready for business - if you’re a builder, look like you’re ready to build, if you’re a project manager look the part, if you’re Jeff Bezos or Richard Branson you can wear whatever the hell you like but until that day you need to look professional
3. Understand and note down their Objectives
Shut up and listen to your client - make it about them and their needs
Ask leading questions - get them talking about themselves and their needs, don’t make the conversation about your company
Understand what they really need - not just what’s on plan
Understand the underlying objectives - this is the most important thing - why are they planning to do what they are doing?
4. Stay Focused and on time
Don’t drill into the detail and solve every problem - stay out of the weeds
Stay on track and stay on time
5. Have an opinion but be humble
Reassure them that you are capable through the discussion - if you have to tell them how good you are but don’t burst into a sales speel - telling them how good you are - the solutions you come up with and your insights is what will demonstrate this, focus on their needs. Come up with a plan - or tell them that you will come up with a plan to get this thing on the road for them. Come up with a considered solution, it’s ok to go away and think about things.
6. Be honest with your feedback and be upfront and tell it how it is (but tread carefully)
If you think they’ve got it wrong tell them, I admit, when I used to stay positive about client’s plans were even if I thought they were crap, now I tell them if I think something won’t work or their plans are of a poor quality - they kind of know this, but do this the right way so it doesn’t feel like you’re putting them down - a lot of the time you’re validating what they already know deep down.
Say - “this is what I would suggest” or “if I were you I would do this”
You will lose some clients here and that's ok - you will lose 1 in 10 who are in love with the plans you’ve just shitcanned - but the other 9 out of 10 will appreciate that they’re getting someone who’s not afraid to tell it how it is - they need experts that tell them how it is.
7. Avoid Selling and Spruiking
Don’t tell them how good you are, don’t tell them what you’ve done, just tell them what you’re going to do, you understand their needs, you understand the scope, you understand them and you’ve got a plan on how to deliver it.
Ask if they have any questions for you??
8. You will Fail and that’s ok
Know that some clients will be awkward and some people you won’t click with and that’s ok. Don’t let it stress you out, be relaxed and be genuine
Don’t be scared to show vulnerability and say that you don’t know some things - people value honesty
9. Do it again and again and again and you will get better.
It's important to remember that failure is a natural part of any process, and it's okay if you don't succeed with every client you work with. You can use your failures as opportunities to learn and grow, so that you can do better in the future. It's important not to get too hung up on your mistakes, but to keep pushing forward and working hard towards your goals.
Summary
Remember clients want to know
That you’re not an idiot
That you understand what they need
That you’re capable and experienced
That you’re reliable and honest
That you’ve got a plan
Comments