By Linda Julian

How will your client know you're putting them first ?

Here's what our research reveals:

-- You always show an interest in their business -- not just when you're looking for more business.

-- You are brave about giving the client sound advice they may not want to hear.

-- You frame advice in terms to which they can relate.

-- You de-jargonise advice and use language and metaphors which are familiar and comfortable for your client.

-- You communicate with them in the style and via the media they prefer.

-- You anticipate their needs.

-- You maintain their confidences.

-- You constantly watch out for their interests matter-by-matter and also at a broader level.

-- You are clear about bad news -- you don't duck and weave.

-- You understand their objectives and your role in advancing their interests.

-- You care about the personal, business unit, and organisation-wide implications of the matters you deal with and advice you give.

-- You are responsive to their needs and requests, including when it's at some personal inconvenience to you.

-- You promptly do what you promise.

-- You care about their money and look after their investment in your services by helping them spend wisely with you.

-- You seek their feedback.

-- You are prepared to decline work around which they would have strong commercial sensitivities or see as conflicts.

-- You are always looking for ways to improve.

Just as your clients will know when you put them first, so our research reveals that they'll reward you for doing so.

Linda Julian is available at www.julianmidwinter.com.au
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© Trey Ryder
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