How Tough Conversations Can Create Better Client Relationships

How Tough Conversations Can Create Better Client Relationships

The most important details in this text are the importance of starting with the end in mind and having a plan for tough conversations. Before the conversation, ask yourself what matters most to you and take the 12-month view, rather than how you might feel tomorrow or next week. Have a plan and avoid recriminations and blame, and consider the process you'll use. When and where you hold your tough conversation are important, as it can happen anywhere and anytime. Knowing what matters and what does not will help you keep the conversation focused.

The end of the working day is a great time for tough conversations, as it allows both parties to be at their most alert, fresh, and resilient. To hold a tough conversation, it is important to find a safe place where both parties can feel safe and comfortable. There are three basic choices: home ground for you, home ground for them or a neutral place. If the client feels at a disadvantage from the outset, they will be less open to your constructive suggestions. The content of the conversation is important, but the wrapper is what will either form or break down the barriers to the connection between you and a now-wary client.