7 Ways to Make Your Clients Feel Important

 “Pretend that every single person you meet has a sign around his or her neck that says, ‘Make me feel important.’ Not only will you succeed in sales, you will succeed in life.”

Mary Kay Ash
1918-2001, Founder of Mary Kay Cosmetics

 Mary Kay’s quote reminds us that the key to success in business and life is to value the important people in our lives – be they clients, family or friends. 

So how do we do that?  This is done by making them feel; seen, heard and understood. When people feel seen, heard and understood, they feel valued. 

What do you do in your client interactions to make your clients feel unique and honoured?  Making people feel valued is very important for building relationships and a strong business.

Here are 7 ways to leave your clients feeling seen, heard and understood:

Seen:

Connection – Make eye contact and/or engage clients in conversation around a topic you discussed the last time you met.  If it’s a first meeting engage in some small talk to find similarities. This helps to put you both in the moment and builds a connection.

Use their name – This tells them “I see you”, not just another body in the crowd.  Something happens in us when we are called by name.  We feel remembered, important and, in a way, special. 

Heard:

Listen to the other person when they are speaking.  A way to show that you are listening to them is to acknowledge or paraphrase their point of view – weather you agree with it or not. You can try something like “I hear what you are saying.  If I got it right, you’re telling me that it would be helpful to have a package for seniors that includes education on stretching.  Did I hear you correctly?”

Body language – Open and attentive.  That means, no crossed arms or reading emails/texts or texting/writing while listening. Albert Mehrabians study on effective communication showed that, in the way messages are received: 7% is what you say, 38% is how you say it & 55% is non-verbal (incl. body language & facial expression.)

Get feedback – Everyone likes to be asked for their opinion.  You can ask for feedback in many ways: after each session verbally, or more formally through the occasional written survey.  It makes your clients feel like you care about their experience and gives you a great way to get to know more about them and their experience with you.

Understood:

Acknowledge their point of view even if you’re in disagreement.  Use the technique above in “Listen” to let them know you do understand what they are telling you.

Add a little extra something – Everyone likes to feel that they’ve received a little extra value for their money; it makes them feel special and valued.  It can be an extra few minutes of treatment or a cup of coffee/tea/water that lets them know you’re thinking of them.