Active Listening: A Key to Strengthening Client Relationships

This guest post is written by Laura Dutt, Executive Coach and Principal of PathForward Executive Coaching. Laura has worked for 20 years in legal recruiting and talent development.

Some of the most crucial skills of successful attorneys—business development, team leadership and standout client service—hinge on the ability to actively listen. In today’s climate, using active listening to help a client identify and address concerns in a world of constant noise and distraction is not just relevant. It’s essential.

Why? Let’s set the stage: Distractions are at an all-time high. There’s ‘breaking news’ every five minutes. Our phones are sending us alerts, updates, pings and notifications nonstop through various sources. Social media is more distracting than ever before. And life continues to pull us forward. There are deadlines to meet, new client opportunities to pursue, to-do lists and family demands.

All of this is happening while you’re about to walk into a client meeting. They’ve called you to their headquarters to discuss a new acquisition opportunity they are exploring. Your client expects, and deserves, your full attention. How can you show up ready to listen fully, without distraction, and really hear everything the client is saying?

Here are a few tips to get into an active listening mindset and execute effectively:

1. Get to the meeting early. Take five minutes before walking into the building to clear your mind—no more emails or texts—and remind yourself of why you are here: to listen to the client.  
2. Minimize distractions. Silence your phone and laptop (and smartwatch).
3. Make consistent eye contact. Aside from looking down occasionally to take notes, your eyes should be looking at whomever is speaking.
4. Prioritize LISTENING over being heard. Leave your agenda at the door. Resist the misconception that you need to talk (a lot) to show your value. Your highest value in this moment is to listen.
5. Really LISTEN. Notice body language, posture and emotions. Are the clients excited about this project? Nervous? Concerned? Confident?
6. Listen to UNDERSTAND. What this looks like:
   • Listen without preparing your response while the client is still talking.
   • Ask questions to better understand. Consider repeating what they’ve said to confirm your understanding and show your attention to the conversation.
   • Reserve your thoughts and response until you’ve taken in everything they have said. You might then say, “Can I get back to you now that I have heard and understand your needs?”

Think of a time when you’ve been gifted someone’s full attention in a conversation. The person set their phone down, looked at you, didn’t interrupt and displayed mannerisms such as smiling or nodding. How did that make you feel? Not only did it make you feel good, but it also made you feel heard and seen. The interaction strengthened your relationship with that person, building both trust and confidence.

Now, imagine giving your client the same experience. You’ve seized the opportunity to strengthen the relationship, building more trust and confidence with them. And the positive interaction they had with you will carry forward, likely leading to more opportunities.

Active listening is an essential leadership behavior your clients are expecting of you. Bring this skill with you into any room and you will build stronger relationships with your clients, your teams and your loved ones. 

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” -Maya Angelou