Showing vulnerability shows humanness and builds better connections

Being open and honest is difficult when you’re supposed to have all the answers. Showing vulnerability shows humanness and builds better connections.

If you’re involved in client service and consulting, or deal with clients and customers in any way, there are a few recurring fears that can permanently damage client trust and loyalty if you don’t overcome them successfully.

Patrick Lencioni

Patrick Lencioni, in his book “Getting Naked” outlines three main fears that can threaten strong and lasting client relationships:

fear of losing the business;
fear of embarrassment; and
fear of feeling inferior.

To overcome these fears, Lencioni challenges professionals to be completely transparent and vulnerable with clients. He’s found through research and experience that clients are more interested in candor, modesty and transparency than they are in confidence, authority and perfection.

Here are a few of his ideas on “getting naked,” or cultivating better relationships with clients:

Tell The Kind Truth – Naked service providers and consultants confront clients (kindly) with difficult information and perspectives, even if the client might not like hearing it.
Ask Dumb Questions – Naked consultants ask potentially dumb questions because if those questions ultimately help their client, it is worth the potential embarrassment.
Always Consult Instead of Sell – A naked consultant starts providing the best ideas and insights immediately, even before an engagement is signed. It’s the best way to determine fit and possible solutions.

I really like this final point Lencioni makes in his own words:

Even beyond the world of clients, being naked has its benefits and advantages. When we can be vulnerable with the people we live and work with on a daily basis, we build stronger relationships, demonstrate our trust in them, and inspire them to improve by being vulnerable themselves.

Click here to download the complete Getting Naked model and outline.

Have a great week.