Acceptance and empathy build crucial trust

By Linda Julian

For an expert professional, it’s often easy to see the foolishness and errors which have disadvantaged a client or led to an awful predicament.

Strengthening trust with clients may be undermined by:

• being unduly critical
• attacking selection of previous advisers
• not taking time to hear them out.

Communicate your acceptance and empathy by:

• respecting your client’s point of view
• exploring the impact of the situation on them
• reassuring them of your genuine concern and ability to assist
• avoiding any temptation to remind the client that you wouldn’t have let the situation develop if consulted earlier
• emphasising your willingness to help.

This way, you won’t create an impression that you think your client foolish or inferior, and clear the way to build strong trust as your willingness to help is put into action.