Disclose Yourself to Radiate Authenticity

Providers of professional services make more money when they use four sorts of techniques to establish impressions of personal authenticity. That’s the implication from research at Wichita State University and University of Kentucky.
     Two of the techniques could be classified as in-role behaviors—integral to the mechanics of delivering professional services: 

• Keep the client’s interests central. Listen carefully to clients. Empathize with clients’ difficulties. Educate clients. Maintain client privacy. 
• Display positive emotions. Show enthusiasm and kindness. Motivate the client. 

     The other two techniques go beyond in-role behaviors: 

• Disclose personal information. Share personal anecdotes. Engage in small talk. 
• Display personal transparency. Reveal your difficulties and setbacks. Talk about your charitable activities.

     It’s these two extra-role behaviors which distinguished those among the financial planners in the survey sample who reported the highest financial compensation. Still, the researchers note that their typology allows for professionals’ flexibility. Self-disclosure is valuable, but professionals preferring not to self-disclose could recognize the need to compensate by increasing the demonstration of client-centricity and positive emotions. Or those professionals not skilled at displaying positive emotions could achieve clear benefits by engaging in small talk with their clients.
     Although the final quantitative study sample consisted of just financial planners, an earlier, foundational qualitative study also included physicians, attorneys, and counselors. This indicates the conclusions apply to a range of professional services providers.
     Woven through these four techniques is the importance of active empathic listening, which refers to the professional responding to a client’s words and nonverbal messages holistically, integrating them for an understanding of beliefs, feelings, and intentions. After AEL, a client rates the service as being of higher quality than otherwise. This is true even if the client doesn’t like the salesperson.
     Characteristics of the professional practice also contribute to impressions of authenticity. Studies at University of Lausanne, University of Bern, Université du Québec à Montréal, and Concordia University identified the following four: 

• Continuity. A practice being in business for a longer time and providing the same sorts of services. Low staff turnover. 
• Credibility. Business policies and practices which are easy to understand. 
•  Integrity. Evidence that the practice and its staff intend to earn a profit by serving clients well rather than by selling each client as much as possible. 
• Symbolism. A business image compatible with the client’s self-image.

     Be careful, though. The studies also found that bragging about these characteristics risks leading target audiences to question authenticity.

Successfully influence the most prosperous & most loyal consumer age group. For the specific strategies & tactics you need, click here.

Click for more…

Puff Down for Authenticity 

Prolong Sales Meetings with Holistic Listening 

Shift Shoppers from Thinking You Shifty