Top 5 client relationship tips from a former waitress

I waited tables in college. And while I wasn't the most polished server (I was known to perch a bottle of wine between my knees to pop the cork) those years of service taught me invaluable lessons. What people really care about, as the famous Maya Angelou quote reminds us, is how you make them feel.

My top 5 pieces of advice for those tasked with growth.

1. Act fast.

Acknowledging someone's request or presence as soon as possible is critical. Practically it means returning the call, responding to the email or making eye contact as soon as humanly possible. Even if you can't solve in that moment, acknowledge them. It's the equivalent of saying "I see you and I know you are here".

2. Notice what's not being said.

So much can be gleaned from cues like body language, tone and facial expression. Make an intentional effort to notice - notice the feeling in the room, in the individuals, in the exchange - and allow it to shape the conversation. As people we all bring feelings and emotions to everything we do. Allowing that humanness to co-exist in the business conversation shows kindness.

3. Confirm what you heard.

Just like repeating a dinner order back to a customer gives them peace that yes, their chicken caesar will not have anchovies, confirming what you heard provides calm to clients. It's as simple as wrapping it up with a "here's what I heard, does that sound right to you?" Give them the opportunity to add anything else they may have missed. It provides space for them to rest in knowing they got it all out there.

4. Add a feeling question or two in the mix.

While there will always be deliverables and practical outcomes to measure for the organization, don't forget emotional deliverables for the individuals too. Questions like "how do you hope to feel when this is done? Excited about the future, relief that you've met this goal?" Give them the chance to talk about their personal feelings. They might not have any other place to share them.

5. Give them what they ask for.

There will always be a special of the day to promote, but what really matters is delivering on clients expectations. It's their experience, their investment, their willingness to put trust in you. Don't make it about you by pushing something they didn't ask for. Orient around solving their problem and if you do, they will come back for more.