Meeting with a client – ​​10 commandments of good business relations

1. Customer needs analysis.

Customers have different customs and different people have different requirements. Customer needs research is a fundamental step in building good business relationships. If you want to acquire a new buyer of your goods and services, you should get to know their preferences, concerns and business goals. An initial conversation (by phone or email) can often lead you to the right path and introduce you to the scope of your partner’s expectations. Before you go to a meeting, spend your time finding as much data as possible about the customer, their company’s business profile, opinions and recommendations. When you know who you are dealing with, it will be much easier for you to read the intentions of your interlocutor. Of course, the most important thing is an open conversation, during which you will ask in detail, although unobtrusively, about their expectations towards you and your company. The proverbial “playing with open cards” always pays off, because it puts you in a favorable light, as a sincere, open person who cares about the needs of his contractors. An individual approach to each client is the first lesson you should remember for the rest of your life!

2. How to propose a meeting?

By phone or email. In fact, the method of contact is not as important as the form of the invitation itself. If it is your gesture to propose a meeting, remember to: – send a notification well in advance, – propose not one, but several convenient dates (or “time ranges”), – propose a meeting place convenient for the interlocutor, – present the specific purpose of the meeting and assure them of the benefits of it, – ask for feedback, – provide an alternative means of contact (optional), e.g. a second phone number, e-mail address, if arrangements are made by phone.

3. Where to arrange the first (and subsequent) meeting?

The choice of location for a meeting with a client depends on many factors. If you rent your own office or work in a coworking space, you can invite your interlocutor to a conference room located at the company’s headquarters. The advantage of this solution is convenience (you don’t have to leave your seat!) and access to all company materials (computer, projector, demonstration products, samples, brochures, leaflets) in one place. A definite disadvantage is the very formal form of the meeting, which definitely does not meet the requirements of “behind the scenes” meetings. Comfortable locations are always elegant (though not off-putting with extravagant aesthetics and astronomical prices) restaurants, cafes or pubs. The type of place chosen will be most important from the point of view of the purpose of the meeting (sales? presenting a new offer? maintaining friendly relations?) and the sympathy that connects you with a given contractor. In the case of new clients, universal cafes or aesthetic conference rooms will work best, i.e. all places where both you and he/she have a chance to feel comfortable enough.

4. How to dress for a business meeting?

This question is not as obvious as it may seem, especially since… NOTE! A SUIT IS NOT ALWAYS THE BEST SOLUTION! Full elegance is only advisable during very formal meetings, while in typical customer relations it is not required, and is even inadvisable. As research and experience show, people in suits are treated as a “level above” people dressed informally, they command more respect, but also create distance, which can make first contact difficult. It is therefore worth considering whether the nature of the meeting requires you to wear a white shirt and a tie tightened under the neck or a gray, pencil dress with a collar. Of course, you shouldn’t go to extremes and come to meetings in a tracksuit, but a bit of casualness and colors in your styling will help you build a favorable image in the eyes of the client.

5. Greeting etiquette, or who shakes hands first?

Women are most often lost in the rules of polite greeting! Many women expect that the man will be the first to extend his hand in greeting. Meanwhile, this gesture always belongs to the woman, even if the man is older in age or position. But men also often make a faux pas, bypassing the ladies in the company during greeting or getting lost in the seniority of positions. Fortunately, the rules of proper greeting are child’s play. All you need to remember are three cardinal rules of greeting etiquette: 1. The woman shakes hands with the man first. 2. The older one shakes hands with the younger one first. 3. The higher professional rank is the first to extend a hand to the lower ranked person. And what if the professional level is unknown? In such a case, it is appropriate to shake hands in order, according to the order of the people in the group. And when we get completely lost? A tactful bow to the company will certainly be welcome.

6. Agenda for a business meeting.

Greeting a client (or clients) is just a prelude to the actual sonata, consisting of substantive conversations, heated discussions and substantive debates. How not to get lost in the thicket of information and not to forget the most important points of the meeting? A detailed business plan (agenda) comes to the rescue, which you absolutely must prepare and always have with you. If you are not experienced in talking to contractors, using a plan will not be treated as tactlessness, but rather as full professionalism! A properly prepared agenda for a business meeting should be arranged according to the following orientation points: 1. Greeting – necessarily with a smile and the rules of savoir vivre. The handshake should be short and firm. 2. Small talk, or a short, non-binding conversation about the weather, current events (we recommend avoiding political and religious topics if you are not familiar with the views of the other party), directions to the meeting place, etc. The conversation should not take longer than a few minutes and should touch on very personal matters for the client. 3. Introducing the company – take a moment to present your business, your team of employees, your resources, your successes in the industry, and the solutions you use. Try to assure the client that the choice of your services is not accidental, and that their well-being and satisfaction are in your best interest. A potential business partner should know that you have the appropriate resources to meet their expectations. 4. Presentation of the offer – should be very detailed and not omit any important issues (cost, quantity, deadline). Emphasize everything that is best, and transform potential disadvantages into advantages. Example: if a customer complains about a too high price, present to him in detail the reasons for such a high cost of services (top quality, excellent service, benefits that other providers do not provide). Everyone likes to know what they are investing their hard-earned money in. But what if the interlocutor complains about the company’s short history and little experience? Try to show that a small number of customers is a guarantee of particularly large time resources for his case, and a young, energetic team is chasing innovations in the industry. 5. Striking a deal – remember the principle of compromise. The higher your power of persuasion, the more you will tip the scales in your favor. Remember, however, that you are not the decision-maker and persistently imposing your arguments on the client may result in personal resentment and discouragement. 6. Establishing the details of the order, indicating the path of further contact and saying goodbye. And one more thing: the meeting should not last longer than necessary. A bored client will be less and less interested in establishing cooperation, so whenever possible set the pace for a joint conversation. Agenda + a description of the product/offer prepared in advance allow for a very efficient meeting.

7. How to talk to a client?

A skillful dialogue allows you to build good relationships with the client. It is not advisable to over-formalize the conversation, as well as to conduct it in a colloquial, colloquial style. Depending on the length of cooperation and the age/position of the interlocutor, you should flexibly adapt to the current circumstances. In a business conversation, the most important thing is activating the client, which is why questions, requests for opinions and your own experiences are welcome. Using a monologue is the most common mistake. Even if you talk a lot and make sense, after some time your interlocutor will still feel bored, left out, less important. And that is the proverbial “nail in the coffin”. Your speech is of course extremely important, but remember that it is much more difficult and important to listen skillfully.

8. Avoid distractions.

Here is a list of things to which we say a firm no: – nervous clicking of a pen, – excessive gesticulation, – strong perfume, – provocative make-up, – inappropriate clothing, – and others (think about what might distract your client?).

9. Body language.

Nonverbal communication in business is, according to psychologists, the most powerful negotiation weapon. Although words are difficult to verify, body language almost always reveals the whole truth about a person. In order to influence a client in the right way, present yourself in the best possible light and increase the chance of concluding a transaction, you must correctly read the signals sent by your interlocutor and at the same time control your own body language. Here is a list of several basic gestures that affect a person’s subconscious: – arms crossed on the chest – defensive position, lack of willingness to negotiate – bent, hunched posture – insufficient clout – straight back, energetic gait – self-confidence – shoulders pulled back, head tilted back – sense of superiority – casually sitting back, crossing legs – disregard for the interlocutor – pursed lips, drawn eyebrows – dissatisfaction, anger – smiling, maintaining eye contact – friendly disposition, sincerity, self-confidence – avoiding eye contact, looking into the distance – disinterest, insincerity

10. Refreshments.

A generous host of a meeting never forgets to provide snacks for his guests. It is good manners to offer coffee or tea, and in a restaurant, any dish from the menu. Casual discussions over meals are also a great way to build customer relationships. It also sends a clear signal to your business partner: “if he cares about my comfort, he will also care about my interests.” Remember, however, that business matters should not be discussed over a meal!