The BEST way to manage client emotions
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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.
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