Why Clients Feel Ignored

Effective communication is the cornerstone of any successful client relationship. Yet, many clients often feel ignored during meetings, leading to dissatisfaction and potential loss of business. Ensuring that your client (or prospect) feels heard and understood is crucial, not only for building trust but also for capturing the essential business insights that can drive your organisation’s success. In this blog, we’ll explore why clients feel ignored and provide practical strategies to enhance your listening skills.

Why Clients Feel Ignored

It can be tricky in meetings to ensure that your client (or prospect) understands you and your organisation while listening (and remembering) to the business challenges and the clues that get left along the way. Miscommunication can stem from various factors, including lack of engagement, poor listening skills, and failure to pick up on subtle cues.

There are heaps of hints and tips around active listening but here are my top 5.

1. Listen to non-verbal cues
   It could be tone of voice, facial expressions, or a gesture, which are as important as what’s being said. Arms crossed could be a sign of defensiveness, yet a smile could be a sign they’re warming up to you.
2. Don’t interrupt
   This is really frustrating for the speaker – it gives them the cue that you think you’re more important or that you’ve not got time for what they say. Silence of a few seconds doesn’t have to be filled. Be comfortable with that silence. Equally, you can nod and say, ‘uh huh’ as a way of sharing that you’re listening.
3. Don’t plan what to say next
   You can’t listen and prepare what to say next. Period.
4. Ask questions
   This can be useful to get them to expand on a topic or seek qualification that you’ve understood. Either way a great tool to express that you’re listening and interested.
5. Replay what’s been said to you
   A few years ago, I had a great coach. They always said after I spoke, ‘What I’ve heard is…’ and then they’d summarise what was said. This made me feel listened to.

Mastering the art of active listening is essential for building lasting and successful client relationships. You can create a positive and productive atmosphere by focusing on non-verbal cues, avoiding interruptions, and genuinely engaging with your clients. Remember, effective communication is a two-way street, and by making your clients feel heard and valued, you’re strengthening your professional relationships and setting the stage for long-term success.