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Do You Know What Your Client is Really Saying?

I finally figured it out! And it wasn't the words she used.

One day a client seemed irritated and I did not understand why. I did not think I had said anything to upset her. I had asked her my normal questions before I start any session. What had I said?

Then it happened again a couple months later, the next time I saw her.

It took me a while, but I finally figured out what was "wrong".

It was not that I had said anything wrong or inappropriate, it was the manner in how and when I asked her how she was doing.

She was irritated because she felt she was wasting time sitting down to tell me with what she wanted help. She felt that she could do this while she was on the table.

She did not tell me this, her body language and communication style did.

So what did I do?

The next time she came in for a session I put her on the table and then asked her how she was doing and what could I help her with.

She immediately relaxed and told me what she wanted me to focus on.

After that, each time she came in for a session I helped her relax quicker by putting her immediately on the table. Her demeanor indicated that she appreciated being "heard".

Would you have figured it out?

The words you use are very important. That's why I've written one book about this subject and working on a second.

I'm going to be very generous here and give you two "freebies," with the understanding that if you use them and get better results communicating with your clients you'll call me and ask me to teach you more.


#1 Freebie:

Do you know how big of a difference using the word "discomfort" rather than "pain" will make?

Try this for a couple days:

Each time you ask someone about their "pain" substitute the word "discomfort" and pay attention to what happens. What they feel may not always be pain. If it is not pain, they may not say much. If you ask a broader question about their discomfort they might tell you that it is stiff, sore or achey. This information will help you better determine how to treat them.

They will believe that you really know what they are saying!

Try it and call or email me.

Let me know what happened and that you want to learn more about how crucial the words you use are.

#2 Freebie:

Have you ever put your hands on someone and asked them "What do you feel under my hands?" only to have them say "Uhhh, your hands."

I don't think that was the information you were looking for.

Next time try asking: "Take a moment to become aware of the area under my hands. Now, tell me what you notice."

Please let me know the difference this made and that you want to learn more!

Words are only a small part of communication.

Body language, tone, inflection, pacing, phrasing and what we do not say are also crucial.

Do you know how crucial these are?

When you do and start fully utilizing proper communication skills your clients will be happier and will say "For once I'm being understood!"

And they'll thank you.

Happy clients make for a good business.

So, ready to start improving your communications?

Good, call or email me and let me know what I can help you with!

Julie McKay Covert, CST-D, NCTMB, BFRP

906-493-5854 (O) 443-604-1981 (C)

Copyright (c) 2006 - 2015 Julie McKay Covert All Rights Reserved