Connection is Everything

Whether we want to admit it or not, humans need connection.

The key to building a long-lasting relationship; whether it's a working relationship, friendship, team mate, or romantic partner, is connection. It's taking the time to talk to others, get to know them, and show that you want a reciprocated care and concern.

In my experience, and through my training, I've come to understand that building a connection creates the most robust, reciprocal, and understanding relationships. I've experienced this in all types of different relationships along the way.

In sales and business, building connections and rapport can mean:

• Increased customer lifetime value
• Improved profitability; higher chance of repeat business and upselling services
• Better brand image; more positive stories and successes
• More referrals from positive experiences; they will naturally talk about you
• Better employee engagement; your staff will want to give back the effort you're putting in
• More information; they will be more willing to be more open with you

Being able to create a connection in any relationship can help tremendously when things don't always go to plan too. Having a strong rapport or relationship connection can help with:

• Stress reduction; you feel more at peace, able to speak your mind and talk about your concerns
• Emotional connection; you can feel vulnerable and allow yourself to feel care from others
• Empathy and Openness; you can create a safe place in that relationship to discuss concerns, show empathy, and discuss vulnerable topics
• Conflict resolution; you can mutually come to a place of understanding without attacking, guilting, or shaming each other, it can be tackled together
• Self-awareness; by having a strong connection it can bring awareness to ourselves, our actions, our feelings, and how we can be better and do better, or how we're doing a great job

Personally, I think that at the end of the day it comes down to this:

"You get what you give"

If you want long term clients, that brag about you, that come back for more help and more work, that are proud of the work you've done together, you need to build a connection. It's being personable, it's being friendly, it's being empathetic and caring towards their life and their situations. It is showing that extra effort and attention that makes each client feel special. Just as you would focus your one on one time with your kids, or a friend you haven't seen in a while.

Some ways that you can build this connection include:

• Being a good listener, asking them leading questions that draw out answers
• Communicate openly, show them a bit of who you are as a person, not just a 'sales person'
• Celebrate mutual successes, be happy for them and excited for the things going on in their lives
• Show appreciation and mutual respect by thanking them often and doing 'little things' like getting them a coffee
• Build trust by showing that you have their best interests at heart
• Reward loyalty in client relationships, there are always ways we can reward loyalty and show appreciation
• Use the most effective communication tool for your client
• Take the time to really understand your clients, their organizations, and their needs, don't rush meetings
• Don't make every meeting, email, or phone call generic using a templated script, be real and authentic at all times

Although in our personal relationships, we often have the choice to walk away if we clash with someone, the same cannot be said about clashing with a client, or getting a 'difficult' client. But the reality is, that using these techniques, you can build a connection with anyone. It's just about finding where to set the hook. Being able to understand how to use emotional intelligence to connect with clients, rather than personality, in these situations is crucial.

Stay tuned for another article coming soon to talk about how we can dive into the world of emotional intelligence to build a connection with ANYONE, whether we 'get along' or not.

Talk soon,

Megan Scott, HSA

Safety Consultant