Many small business owners, me included, are under considerable pressure these days. Our clients are coming to us with fear, anxiety, anger, even hopelessness and expecting us to “talk them off the ledge.” They also may be blaming us and in words that are hard for us to hear.What I know about any of us when we are under this kind of emotional stress is that we need to be accommodated and allowed to get it off our chests.
With clients, until the upset is fully heard they have no ears. This is not to say, of course, that they need to be agreed with. They really just need someone they trust - and hopefully that’s you - to hang in with them and give them the time and space to say what’s on their minds. Some of what they say will not make sense to you. Some of it may even be outlandish and irrational. That doesn’t matter. You can be most effective if you simply listen and acknowledge “message received.”
So, when a client is upset, don't try to 'talk them off the ledge.' Listen with generosity and empathy and they'll come off the ledge themselves.
Please visit Sharon Hoover's blog at www.sharonhoover.com for more about how to do this.
Subscribe