The Power of Language in Client Relationships

I hope this article provides inspiration or insights to help your realise your own potential so you too can operate a broking practice that provides you ongoing professional and personal reward.

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As a former sales management coach and trainer, I've learned the immense value of language in client interactions.

This lesson became crystal clear to me during a pivotal moment in my career.

While still in corporate, to further my own development, I enrolled in a coaching school to build my acumen as a coach.

Albeit the enrolment was somewhat of a nerve-wracking process, partly because of the price, and partly because I felt it was akin to a red pill / blue pill moment for me.

Ramona, my contact, seemed to know the conversation I was having with myself, and alleviated my concern the moment I handed in my paperwork.

So too did the owner of the school, who both greeted me with a heartfelt "congratulations."

This simple word transformed my apprehension into confidence and excitement.

This experience taught me an important lesson about client interactions. The language we use can significantly impact how clients perceive and remember their experience with us. For instance, compare these two statements:

1. "Thank you for being our client. It's been a pleasure assisting you."
2. "Congratulations on your new home. We wish you a lifetime of happiness."

While both are positive, the second is client-centered, focusing on their achievement and joy. It shifts the interaction from a transaction to a memorable, personal experience.

As you know, people are most engaged when the conversation focuses on their interests and achievements.

By aligning your language to celebrate and acknowledge your clients, you not only enhance their experience but also increase the likelihood of referrals and lasting relationships.

With that said, I am curious as to whether you prefer statement 1 or 2 above, or do you do a combination of the two?

Hit reply and let me know.

Best,

James