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“What is the most important factor in building client trust and how have you achieved it?”
WINNING RESPONSE
“Putting yourself in the ‘client’s shoes,’ being a great listener and subsequently evolving a range of solutions along with a risk evaluation. Too many clients view search consultants as just another transactional vendor who comes to the table with pre-determined ideas and ‘expert solutions’ with little or no client input. I have achieved trust and considerable repeat business by taking a consultative, ethical, and strategic approach to search and I’m not afraid to play the role of ‘the devil’s advocate’ and push back. This is how you gain respect, trust and referrals to other clients.”
Tim McNamara, Managing Director, Boyden Global Executive Search
HONORABLE MENTIONS
“Say the difficult thing. Tell your clients what no one else has the insight or courage to express. Make them feel that they’ve gained something from their interaction with you beyond a mere transaction.
It’s true, clients can be fragile...and it probably comes as no surprise that the bigger the client, the more delicacy is required. But tact doesn’t mean avoidance of difficult messages. It means expressing your ideas in a caring, diplomatic fashion.
Clients pay us nicely for our work and deserve authenticity in return. Don’t fall into a trap of co-dependence because you want and perhaps need their business. Help them to see what they look like through the eyes of others and above all, do it in a way that demonstrates compassion and a shared stake in the improved result.”
Mark Jaffe, Wyatt & Jaffe
“The most important factor in building trust is to prove that you are listening before you consult. By showing my clients that I am listening and truly understand their issues, they are more likely to trust what I have to say. One of my best clients is someone who was first a candidate of mine 6 or 7 years ago. Even though he turned down the client's offer to take his current role, he felt that I was listening to both sides really well and therefore could represent everyone effectively and fairly as the "middle man". We speak about once a month as a result about what is going on in their business and how I can be of help to them.”
Michael Patino, Patino Associates, LLC
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Exceptional Thinking Question of the Month
“In today’s business climate, what characteristics do you see as critical to success for retained search consultants, and why?”
Click here to submit your response.
Exceptional Thinking Past Questions and Responses
July 2010
“What new challenges have you faced when trying to convince your candidates to accept a position, and how have you dealt with them?”
April 2010
“Is it important to solicit constituent (clients, candidates, placements and colleagues) feedback? Yes or no - and why?”
December 2009
“What is the most important factor in building client trust and how have you achieved it?”
November 2009
“What new skills will exceptional search consultants most need to succeed over the next two years?”
October 2009
“What is the most significant change in client expectations over the past two years?”
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