client relations tip: Service-based business employees may treat a client like a transaction or relationship. Consider, are your clients interested in a transaction expert or relationship advisor? Factors defining the transaction interaction: short-term benefit, “them”, detached, defensive, and protective; relationship interaction: long-term benefit, ‘us’, helpful, engaged, open, and inquisitive. Interestingly, company majorities market themselves as interaction experts when yearning to be the ‘trusted advisor.” See a branding disjuncture?

Clare Hefferren

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