When you are qualifying a prospective client one of the most important tools you can utilize is deep listening – understanding what that person is really saying and then determining if you are the right person to help them solve their problem.
As freelance accountants and bookkeepers we work in a profession that deals with one of the most controversial, emotionally charged subjects – money! There is no getting away from it. We deal with numbers and are the messengers that tell a business owner (client) how well or not well their business is doing. Not only are we privy to the private information of the business we are working with, we are also experiencing their emotions around money as well as our own. When you put that all together, it can be pretty rough waters to navigate!
That is why two of the most important skills you can adopt is deep listening, (really hearing and understanding what your prospective and current clients are saying) and remaining neutral or non-judgmental to what you are hearing.
So let’s start to dispel some of the emotion around money. Money is a transaction tool that is given in exchange for a service or product. It is neither good nor bad. It something given for something received – a balanced relationship. When this relationship is out of balance, emotions are then attached and money becomes a highly charged subject!
Our relationship with money is a fragile one and there are innumerous ways in which it can become out of balance and when it is out of balance, emotions, whether we realize it or not are always attached. Some of the more common emotions around money that we experience are guilt, shame and anger. That is why, when speaking with a prospective client it is important to really listen to what is being said and peel back the layers.
Here’s what I mean…
Last week, I was speaking with a prospective client who very clearly stated that I would not want them as a client. She went on to further say her books and records were anything but stellar and that she keeps her receipts in a shoebox.
On the surface, my initial reaction to that statement would be “they cannot afford my services.” I am judging the prospective client and adding the emotion of being disappointed that I will most likely walk away from this meeting without signing a new client.
But when I did some deep listening and peeled back the layers here’s what I heard, “I’m not sure I can afford your services and I really need them because my books are a mess and I am ashamed that I cannot handle my money.”
By deep listening, I am now in a place of compassion and seeking a solution. In order for this prospective client to speak with me, they had to become vulnerable and trust that I would not judge them harshly. When someone is experiencing guilt or shame around money, like this prospective client they are usually very hard on themselves and make the assumption that everyone else is getting it right, which couldn’t be further from the truth.
Had I stayed on the surface thinking this prospective client could not afford my services I would be missing out on the opportunity to really help someone who needs it, whether or not I am the right person or service to assist them.
The reality of the matter may be that this prospective client cannot afford your services which is why it is important to perform deep listening and contrast that against the criteria a prospective client must meet in order to work with you.
When you master the art of deep listening, qualifying prospective clients and working with your existing clients becomes magical. Here are some tips on how to know you are performing deep listening.
•It’s Not About You – unless the conversation is specifically directed at you or your services that conversation is not about you. Don’t take any of the comments your client or prospective client says personally.
•Be Neutral – Listen to what is being said and regard it as neither good nor bad with the caveat that it is bad if it is illegal!
•Show Acknowledgment – Most people just want to be heard and acknowledged. During your conversations with your clients or prospective clients, acknowledge what they are saying by meeting them and their issue where they are.
Deep listening is an art form that once mastered will help you in all aspects of your business and personal life.
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Linda A. Hunt, the small business accounting expert teaches bookkeepers how to create a 6-figure freelance practice. To learn how to create a freelance practice that supports you body, mind and spirit, register here for her free bi-weekly newsletter at www.sumfreereport.com. Article Source:http://www.articlesbase.com/entrepreneurship-articles/the-art-of-deep-listening-money-1484559.html
