One way to build trust quickly with a client is to repeat their words.
This simple yet surprisingly effective tool can not only help build trust, but also help with project negotiations. It’s a type of verbal mirroring (as opposed to physical mirroring).
Verbal mirroring is a technique often used by hostage negotiators. It involves repeating one to three words, typically the last few words, to show the hostage taker they have been heard and understood. It also allows them to further their situation and add more details.
Example:
- Client: This is a critical feature we need to have. We cannot go-live without it!
- You: You cannot go-live without it?
- Client: Yes! It would be a disaster for the support department.
- You: A disaster?
- Client: Yes, they would need to use a complicated legacy process.
Notice each of the client’s response offers you more details and information.
Obviously this technique needs to be used sparingly or you’ll be called out as a parrot. Also, the tone of your voice needs to be empathic. Practice makes perfect.
The takeaway
As a Salesforce consultant, building trust early is an important element to a strong client relationship and ultimately a successful project. Use verbal mirroring to help build that trust and gain more information from the client.