Estás luchando por conectarte con un cliente escéptico. ¿Cómo se puede generar confianza en el proceso de cambio?

Engaging a skeptical customer requires a strategic approach that centers on expressing and applying empathy to build enough trust in the change process. You can begin by actively listening to the customer's concerns and acknowledging their feelings without judgment and showing that. Demonstrate genuine understanding by reflecting back what you hear and validating their emotions. By consistently showing empathy, you might be able to create a safe environment where the customer feels heard and respected, laying the groundwork for a trusting relationship. This empathetic connection fosters openness to change, making the customer more receptive to the proposed solutions and creates a positive atmosphere.

When expressing empathy, the other person isn't simply looking for agreement. Having a relatable, shareable experience to relay to the client will show that you understand their perspective based on past experience. This relatability will build instant trust between you and your client, ease anxiety and bring comfort.

You can avoid argumentation by simply reinforcing or showcasing facts. This reduces the ability to bring emotions into play where it's easy to be wrongfully perceived as trying to coerce a client. Maps and/or lists with as much concrete detail as possible are usually best for people to follow along with guiding them directly to the answer you want them led to.

This is why I love the use of SMART goals - especially in my weight loss sessions. I have had patients come to me with zero self-efficacy starting out. Many of them have tried diet after diet, unable to keep the weight off. Setting SMART goals enables patients to tackle one small issue at a time and allows them to set realistic expectations for themselves. This naturally boosts their confidence and their progress!

Building trust in the change process can also be effectively achieved by supporting customers self-efficacy. Beginning by highlighting their past successes and competencies, reinforcing their ability to navigate change. Engage in collaborative goal-setting, ensuring the customer feels a sense of ownership and control over the process. Provide encouragement and acknowledge small achievements to boost their confidence. By affirming their capabilities and fostering a belief in their own potential, you empower the customer to embrace change with a positive mindset, ultimately strengthening trust and commitment to the process.

When onboarding clients I let them know that I am placing them in the expert seat. I am just the rocks along their proverbial river, providing them with the skills and clinical expertise while we flow through their emotions and experiences. I understand that most clients are coming to me while in a place of uncertainty so I utilize this time to empower them by reminding them that they do, in fact, know themselves more than they think. Out of the two of us, they're the only person who is with themselves 24/7 so I am relying on them to provide insight on how they would like their wellness journey to look and we can work collaboratively to develop a plan that is authentic to them and realistic concerning their current life demands.

When engaging a skeptical customer, transparency is crucial in building trust throughout the change process. Begin by clearly explaining the purpose, steps, and potential outcomes of the change, addressing any possible challenges openly. Provide honest and thorough information, avoiding any exaggerations or omissions. Regularly update the customer on progress and be forthcoming about any adjustments or setbacks. This level of openness demonstrates integrity and reliability, helping to alleviate doubts and build a foundation of trust. By consistently practicing transparency, you create an environment of predictability and security, encouraging the customer to trust and engage in the change process.