Trusted Advisor is not a dirty word

Are you looking for a cookbook on "How to become a trusted advisor for your client”?... Well, you won't find it here.

But…

I have found during my many years of work experience with customers some actions that can help to create a stable and long-term relationship with clients. These actions can help build trust with your customer and strengthen your reputation as someone who is easy to do business with.

I coded them in the following formula:

F2F, +, E2E, Imitation, +Speak, -You, ^, Common, Pause, Simple

I assume that this formula sounds complicated and confusing. So, allow me to explain, it is simple:

First - always make sure to meet the customer Face to Face at least once a period. It can be once a week, a month, a quarter or a year. It all depends on the type of business. Seeing the white in your customer's eyes is valuable and no media can compare to it.

While meeting the client, always present a positive attitude. A brave handshake, a smile and a compliment can melt cold ice.

Eye Contact. In face-to-face meetings, eye contact is important. Look into your client’s eyes and don't shy away. Evasion indicates that you are trying to hide something. Direct approach conveys reliability. What I have found helpful for with this method is to try to examine the eye color of the person in front of you. This will help to make E2E contact.

This is relevant also for video calls. Note where the camera is placed. Talk to the camera and not to the screen.

The customer is looking for recognition and empathy for his situation position. It might sound strange, but… during your meeting, you should try to imitate his behavior. If he put his hands on the table, you should too. He took off his tie, take off your tie as well. He leaned back in the chair? Lean back too. Little by little, you will notice in your customer body language that the person in front of you opens up and becomes more cooperative.

I have already mentioned positive attitude, so here is another aspect of it. Spread positivity. Never talk bad about other people. Always try to find the positive aspect in their activity. This inspires confidence on the other side. He will understand and believes that "behind his back" you speak positively about him as well.

Avoid using the word “YOU”; use the person's name several times during a meeting. Recognizing and announcing his name empowers the person that sits in front of you and convinces them that you appreciate him. In this case - appreciation becomes mutual. Pay attention not to create inflation and cheapness in this behavior.

Give your client the feeling that you lead actions. Demonstrate your actions actively. For example: “I scheduled an internal meeting with the development group where I presented the topics you brought up. Implementation decisions were made, and I follow them on a daily basis to make sure it they will work according to the plan to resolve the issue”.

Find a common theme or subject with the person in front of you. It can be a sports team that you both support, the love for music, an artist, wine and gourmet delicacies, or any other topic. The admiration and love for the same subject can bring you both closer. If you can share with your client an article, a picture, a product – it will take you to the next level. Remember not to cross the line if you give something. Small gifts can be accepted in most organizations but be careful about the value. The last thing you want is for your goodwill to be considered a bribe.

Listen to what the person has to say. Don’t jump to answer. Pause. Wait 2-3 seconds and then answer. Try to maintain eye contact during this time (as I already said). The other party will understand that you are thinking and taking seriously what he said, and you are not dismissing his words (even if you agree with them).

When speaking in front of a group or audience, before you answer, wait. Wait for calm and quiet from the people and don't jump to answer. This will help to build you position.

Use simple and clear language. Don't look for high and sophisticated words. It will not be accepted as a smart action and most probably, some of the people will lose you

Avoid sentences like the following and leave them to Shakespeare:

Be bloody, bold, and resolute. Laugh to scorn

The power of man, for none of woman born

Shall harm Macbeth. (Macbeth, Act IV, Scene 1)

And simply say:

No man can harm Macbeth, because every man is born of woman.

To summarize, small actions like those can build trust on the client's side. He will understand that you are standing next to him, with him, for him and not against him. Those actions will help your customer to cooperate with you even in challenging times.

From my point of view, the day a client asks you for your advice on a subject that is not related to the direct field of business in which you are associated, is the day you can point out that you have become a reliable advisor in the customer’s eyes.