The BEST way to manage client emotions
Quick Tips Videos & Sales & Marketing for Professional Services & Sales Tips

The BEST way to manage client emotions

April 2, 2014

by Tony Vidler

There comes a time for all of us when we find ourselves dealing with a client who is not acting rationally, or logically, and is driven by their emotions.

It’s tough to handle isn’t it?

There is every risk that whatever you do will be seen as confrontational, or dismissive and arrogant, and in a best case scenario if you try to stay rational and ignore the emotions you will be considered merely distant and uncaring.

It’s a no win situation for a professional adviser most of the time.  But it doesn’t have to be.

It is possible to be empathetic and understanding, and to also stay objective and professionally detached – without appearing uncaring.  The trick is to address the emotional state openly and help the client understand the basis of their current level of thinking – and what will follow.

In this quick video we discuss how to do that, using a simple visual aid.

© 2013 Tony Vidler.  All rights reserved.
All materials contained on this web site not otherwise subject to copyright of other parties are subject to the ownership rights of Tony Vidler.  Tony Vidler authorizes you to make a single copy of the content herein for your own personal, non-commercial, use while visiting the site. You agree that any copy made must include the Tony Vidler copyright notice in full. No other permission is granted to you to print, copy, reproduce, distribute, transmit, upload, download, store, display in public, alter, or modify the content contained on this web site.
Get financial adviser coach blog updates via email.
Enter your email address to follow this blog and receive notifications of new posts by email.
Join 321 other followers

Facebook: 0, Twitter: 13962, LinkedIn: 689

Follow tonyvidler on

Comments (0)

Leave a Reply