Giving employees a voice

Q. How do you create
trusting relationships
with your clients?

At the end of the day, it is
about fairly assessing what the
client’s overall goals are, which
means you need to understand
what those goals are, not just in
the particular matter or transactions before you, but knowing
what’s important to the client
and working with the client to
achieve those overall goals.

It’s asking, simply communicating with them, not just what
they say but what they do and
how they do it and what their
actions are. It’s some level of
track record, how they run their
business.

Create environments in which
you see and spend time with
clients under different scenarios. Every time you meet with a
client, if it’s just in an office setting when you’re in a suit and tie that’s one thing, but if possible,
broaden those out so that you
get to see different sides of the
client. Make sure that you go to
the client’s place of business
and understand the environment in which he or she works.
Understand the underlying
goals of the business and the
industry of that business.

Communicate what you can as
clearly as you can. Be consistent
about what’s important, and at
the very least, while you may
not be able to do everything
your clients or employees want,
at least give them an opportunity
to be clear about what’s important to them and take what’s
important into consideration.

You have to provide quality
work, it has to be cost-effective
at some level, but at the end of
the day, a relationship with a
client or an employee is something that you earn over time.

Q. How do you remain
consistent?

Having clear, defined principles
that guide decisions. So regardless of the decision of the day, if
you’ve projected the right goals
and through other decisions
that you’ve made, people get a
track record of how and what’s
important to you and how you
analyze those decisions.

There must be a level of
integrity in the way you deal
with employees, some level of
transparency where appropriate, and understanding on their
part that you’re always looking
out for the best interest.

Saying it over and over again,
having those goals enunciated
and everybody sign off on them,
and understanding that this is
what’s important. Having
employees take part in developing the principles is key. This
means making sure that we’re
guided by principles that people
agree upon … and then getting
their buy-in.

HOW TO REACH: Tripp Scott PA, (954) 525-7500 or www.trippscott.com

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