M1 - Learner Manual

Creating and nurturing a strong rapport with a client is key to the ongoing relationship. 

Listed below are 8 Steps for consideration:

1. Research the client. Learn about the client. Look into the history of the client, the current issues, and the names of key stakeholders and other contacts..

2. Identify client needs and wants. This is accomplished by employing the dual processes of interacting with the client while also making use of background research. Using both approaches makes it possible to meet identified needs while anticipating future needs and presenting the client with a solution. 

3. Maintain multiple lines of communication that the client may use.  Multiple options means that clients who do not care for telephone calls and prefer the convenience of communicating via email or texting can participate in ongoing interaction on their terms. 

4. Provide full disclosure when interacting with a client. This means focusing on providing a complete answer in response to customer queries and concerns. Be honest in those communications and set reasonable expectations for getting back to clients if you need to do some research before making a response. Doing so leaves the impression that what the client thinks matters greatly and that the client is in fact your priority. 

5. Actively seek client feedback. Always listen carefully and respond in a manner that lets the client know you understand the suggestions or critiques that have been offered. Thank the client even if the comments are negative. 

6. Avoid arguing with a client. Even if the client is operating under a false assumption or incomplete information, acknowledge that you understand what the client is conveying. Repeat the key points and ask if you have grasped the particulars properly. Then set a specific date and time to get back to the client with answers. This makes it possible for the client to feel that he or she has been heard and helps to set reasonable expectations for some type of resolution to take place. 

7.  Use the client’s name in all types of communication.   The salutation should always reflect the preferences of the client. This means that if the client prefers to be addressed with the use of a title and a surname that is the approach you will use. Only use first names if the client has given permission to do so. 

8.  Be honest with the client at all times. Attempts to earn trust by making commitments that cannot be kept will only hurt the client relationship. As the client grows to trust your honesty and integrity, the relationship will deepen over the years, and be of great value to everyone concerned.