Need small business sources for an article. We know relationships and trust building are essential to both sales and employee management. But how personal should you get with clients and/or employees? Is the line moving?
Answers (7)
Sometimes I think the term relationship has become so commonly used that it is easy to forget that good relationships need to be personal. If they are not personal they do not have the power to create real change. However, there are lines that should not be crossed. Relationships should be based on mutual respect, and each client has a comfort level. To go beyond that comfort level may put you into dangerous territory. Conversely, some clients have no inhibitions. With these clients ethics and common decency must be established, or the relationship can lead down a slippery slope.
Bryan C. also suggests this expert on this topic:
Jodi K.
Left-Brained Focus for Right-Brained Creative Businesses
Best Answers in: Small Business (3), Internet Marketing (2), Direct Marketing (1), Business Development (1), Search Marketing (1), Business Analytics (1), Pricing (1)
I know that many are touting "transparency," but I prefer being translucent. Nobody wants to know what kind of shampoo I use or what I eat for breakfast. However, a glimpse behind the curtain can be a good way to build trust and create a relationship with your customers. For instance, I will use a personal experience as an example to make a larger point (about bad customer service or broken marketing or getting permission).
John J.
Marketing and Business Development Executive
Best Answers in: Internet Marketing (3), Business Development (2)
Daria,
Years ago we were taught in sales training to use "situational" dialogue to open up a call where you would ask questions about the customer's personal life in an effort to bond.
I think it's more important to connect with a business owner by genuinely caring about and understanding their business needs. Remembering the the customer's pain statement from your last meeting and addressing it is more important than remembering to ask if little Joey had fun at summer camp.
Best Regards,
- John
Daria: the answers you're getting here are spot-on.
While there remains (and should!) some territory you don't want to go into (the translucency comment was great), personal connection is so important today that there's . . . really no #2.
Happy to be a source for you, by the way, and I'm local (and one of your subscribers).
Good luck . . .
Links:
Skip W.
Client Admits Losing 5 Million Dollars Because of Poor Workplace Communication! Could You Be Making the Same Mistakes?
Best Answers in: Accounting (1), Business Development (1)
Daria,
Building a relationship based on trust and building a personal relationship are two different things. You can build a professional relationship based on trust without getting too personal.
In building relationships based on trust whether they be clients, prospective clients or employees the key is to show genuine empathy and compassion so the other person can feel like you have their best interests at heart. This is done by being ‘in the moment’ when you are communicating and applying active and reflective listening skills along with appropriate eye contact and body language.
In a sales situation with a prospect, building trust involves asking questions appropriate for the level of the relationship and not moving too quickly to the “pain” questions until “trust” is developed, otherwise a sales person comes across as wanting/needing the sale and is not acting in the best interests of the prospect.
For an employer/employee situation, employers build trust with employees when they communicate consistently with them on topics that relate to their role with the company. Additionally, employers asking questions regarding an employee’s professional and personal aspirations will allow them to together decide how the employee’s contribution to the overall business goals can help the employee achieve their personal and professional goals. Few business leaders invest the time in getting to know their employees in this way, but this type of investment builds trust at a high level and can build long-term loyalty. Being cognizant of, and addressing, family issues in an appropriate manner (spouse/children birthday cards, deaths/illnesses, etc.) is also important and can be maintain at an appropriate professional level.
During a recent Leadership Communication Training I was delivering to a room full of executives from a variety of industries, one of the participants had an “aha” moment after a team trust assessment exercise. The “aha” this woman had was those teammates she had the closest personal relationships with she didn’t “trust” so much on the job to get things done or positively interact with clientele. And, those she “trusted” the most in the work setting, she didn’t have much of a personal relationship with and because of their personality, really didn’t want to.
Hope my comments above added value to the discussion and helped to answer your question.
Links:
Bob K.
Helping technology companies market their retail and B2B products and services more efficiently since 1983
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Business relationships develop organically based on mutual interests; trust is earned from experience.
Trying to artificially manufacture a personal relationship with a client or customer is cloying at best; bordering on stalking at worst. It can be downright creepy to have someone trying to get to know your "personal" side when you really want to have a straightforward business relationship.
The best -- and most enduring -- business/personal relationships are built without obvious intent; they start with business, trust is built, and the personal part develops naturally.
Personal relationships with employees -- particularly subordinates -- is never a good idea. Friendly relationship -- yes. But personal relationship -- no. Too personal of a relationship with a subordinate blurs the line too much; you can't be best buddies on the weekend -- and then expect that to fall away when you hit the office. When you have to get them to do something at work that's unpleasant, they'll think you're a heartless monster. It magnifies the separation of the work roles.
Hi Daria, If you are still seeking SMB sources, check-out SBTV.com. On November 2nd they are also launching SBRadio.com
