Even though your new clients have sufficient faith in your
abilities to put their matter in your hands, trust--the bedrock of a working
relationship with any client--must still be earned. When a new client walks in
your door, your inclination may be to see another problem to be solved, another
fee to garner and to forget the human being behind the case. Your client,
whether a Fortune 500 CEO or a grieving widow, is a vulnerable individual who
has come to you for help.
Two easy techniques can help establish trust from the get-go:
1. Establish eye contact.
People believe you are trustworthy when they can see your
eyes. When we say of someone “He/she has shifty eyes,” we don’t believe they
are honest or forthright. Thus, when your client speaks to you, make sure you
are engaging good eye focus, even if you are taking notes. Make a point of
looking up at your client for several seconds, nod your acknowledgement of
their point, and only then look down briefly to take a note. Get your eyes back
up to your client again as soon as possible.
2. Listen attentively.
Don’t let your mind wander as you listen to your new
client’s tale of woes. If an unrelated thought crosses your mind, jot a word or
two to remind yourself about it later, and immediately redirect your full
attention to the client in front of you. People feel when you’re not really
present, and they interpret this as lack of respect.
