Mastering our mindsets, becoming great communicators, developing excellent interaction skills, being consistent in our behaviour and having an awareness of the impact of our professional image will lead us to the T-Spot in the centre of the model. The T-Spot represents our ability to build outstanding client relationships. It’s where trusted relationships reside.
Seizing control of your mindset is one of the most powerful and fundamental actions you can take to achieve personal and professional success.
Our own experience and research has shown us that in order to build outstanding relationships and deliver outstanding client service, we must first manage our mindset.
Communication is at the heart of every organisation. As our world becomes increasingly digital, we need to hone our communication skills. Communication is multifaceted: verbal, non-verbal, visual and written. To ensure information is meaningful for the listener, it’s imperative that we choose the form that suits the context, situation and environment. Listening effectively and knowing when to pause so the other person can speak are also great communication skills to master.
It takes dedication, energy and thought to create strong, lasting business relationships. We will be successful in business when we consistently focus our attention on the interactions we have. Through interactions, we build and nurture these relationships. Our interactions with colleagues and partners are as important as those with clients and prospects.
In business, we must differentiate ourselves through our brand, through our product offering and, in a service business in particular, through the behaviour of our people. Your clients’ perceptions of your organisation are developed through the people they interact with in your company.
Many companies overlook the concept of professional image. In our experience, this is because they are unsure of how best to tackle it. Fear or apathy prevents them from guiding their teams, so people are left to their own devices. Some organisations, however, go the opposite way and enforce a regimented dress-code policy that makes everyone feel restricted. Standards for dress are essential to ensure the organisation’s brand is consistent and professional.