As pressure mounts during a client meeting, the banker has the tendency to focus on his fears-namely that the client will close the account-and that puts the banker on the defensive. If the banker, during such a high-pressure situation, can instead focus on what the client is experiencing and what the client might want, the outcome is potentially much better.
Seek to understand the mindset of your client-what he might feel, what he would like to understand and what he would like to be assured of. If the client is angry at you, a good empathetic question can help, such as, "I understand your anger, what can we do about it together?" At first, the client might be surprised. But then he will appreciate the question because it shows you want to work together towards a solution.
To be intentionally empathic, you have to use the concept of the mind's eye or visualization. If you see the angry client as a threat, you will become defensive or, at worst, aggressive. If you notice yourself reacting that way, you will have to change your view and visualize a person who needs help. This change of mental perspective will put you in a much more resourceful state of mind.
Intentional empathy is about intentionally putting yourself in your client's situation.
Focus
Focus is arguably the key success factor in any profession.
It is therefore important that you are able to focus on the things you absolutely must do to be successful. If you have a large number of clients, your focus should be completely on giving them the best service you possibly can. If you are growing your business, the focus on superior service will lead to client referrals.
If you are the more intellectual and introverted type, you have to make an extra effort to "show up"-to overcome your fear of rejection and to spend the maximum time with clients and prospects.
Understand what holds you back and overcome limiting beliefs by taking action. Don't wait to do tasks such as contacting a client or prospect when you "feel like it." Do them when they need to be done.
For example, advisors naturally may not "feel like" contacting clients when things go bad. But those are exactly the moments when clients need the most handholding. Success is often linked to doing things other people don't "feel like doing."
Understand your procrastinations and your fears-most importantly the fear of rejection. Understand how they limit your potential. Reprogram your mind's eye so it sees opportunities instead of obstacles. Focus on activities that are important, plan for them and implement them. Focus on doing. Don't get distracted.