Through the Eyes of Your Client

Have you ever sat in your client’s seat? Try it the next time you go to your office.

Don’t tell anyone what you plan to do. Just walk in the front door and look around with a fresh set of eyes – your clients’ eyes.

What do you see? What do you hear? What else do you notice?

Keep walking, looking and listening. Check out the reception area, the conference room, the copier area, the break room – whatever else you can observe as you walk toward your office.

Then look all around your office, but don’t sit at your desk. Instead, sit across from your desk or at your conference table – wherever your client usually sits.

What do you see? What do you hear? What else do you notice?

As a former adviser and planner, as a branch manager, and now as a consultant and coach, I’ve been in many offices and observed many advisers. From those experiences have come some core beliefs or principles about clients and how best to serve them:

The perspective of the client is the lens through which every decision should be examined.
If it’s right for your client, it’s likely to be right for your business, also.

And the second one is:

Everything you say and do (and everything you don’t say or do) communicates a message.
Make certain it’s the message you intend.

Over the next several weeks, I will use this space to share some questiona you can ask yourself, and some thoughts about how these principles can be applied. Stay tuned.

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