Conducting engaging interviews...

The client and prospect experience is one of the crucial skills that you need to plan and have down pat to ensure that you win them over the very first time. Every one has different styles of conduct and language; however here is a guide of what you should be doing and saying when you are interviewing your clients.

22 Tips for a customer interview

1. Prepare via thorough and considerate research to ensure that you do not waste your clients time. This includes understanding the industry, competitors and jotting down insights that you can share with your client that will help them.

2. Send an email confirming the appointment time and what they should bring.

3. Confirm the scheduled appointment the day prior via a phone call, or email, or SMS.

4. Be early and have all the relevant paperwork/digitalwork that you may need ready to go in the location you will be conducting the interview.

5. Wait for your appointment to arrive at the entrance to your office

6. Welcome and escort them in personally to a clutter free interview space

7. Ask them if they would like a refreshment – mineral water, tea coffee or juice

8. Clearly tell them who you are and what you are passionate about.

9. Reassure them that the discussion will be confidential.

10. Show your client or prospect the preprepared agenda for the meeting.

11. Ask their permission to ask for their information and that you will be taking some notes or perhaps recording the session.

12. Clarify points to demonstrate that you have listened to what they are saying.

13. Use a visual aid – like a Whiteboard or digital screen to help explain how you will help them or to take notes. Take a photo of your whiteboard or screenshot and email to the client or prospect for their records.

14. Clearly tell your client or prospect how you will help them.

15. Ask them what they thought of the discussion.

16. Explain clearly to them what the next steps will be.

17. Reassure the client or prospect that you will chaperone them through the entire process even if you need to involve specialists/experts.

18. Seek permission to take a photo of you and your client on your mobile phone so that you can remember them.

19. Ensure you know their social media handles so you can support their posts/products/business.

20. Give them a pack on your services and relevant information that they can refer to including your business card and contact points.

21. Post meeting you should within 24 hours record your summary of discussion with this interview and diarise any work that you need to do. Use our Prospect or Client Management System or your employer should have provided you with the necessary tools.

22. You should within 1 day email or post a letter of thanks to your client/prospect for the meeting and a summary of your discussions and next steps.

Sue Milner is a specialist with helping finance professionals to stay relevant in the digital world. Sue has over 30 years experience in banking, financial planning and working with small business. A passion for financial literacy education along with coaching professionals in the finance industry.