3 Steps To Make Hard Conversations with Clients Easier

Download your FREE copy of How to Level up Your Studio Policy in 3 Ways” here: 3 Ways to Level Up Your Studio PolicyToday, I want to dive into a topic that's close to my heart—how to navigate challenging conversations with your clients. But before we get into that, I have a personal insight to share that might just change the way you approach obstacles in your business.Over the past few months, I've been wrestling with a significant issue in my business. While I'm not ready to reveal the details just yet, I had an enlightening experience recently that helped me realize that the solutions to problems often lie in the questions we ask ourselves. It's a lesson I keep learning: when faced with a roadblock, asking better questions and staying open-minded often leads to breakthroughs. So, remember that sometimes, the path to resolution might require questioning your assumptions and limitations.Now, let's get back to our main topic: making challenging conversations with clients more manageable. We all encounter moments when discussions about rates, policies, scheduling, or other issues become uncomfortable. That's why I want to share three steps that will help you handle these conversations with ease.Step 1: Focus on the Business, Not YourselfWhen it comes to communicating changes or addressing concerns, it's crucial to make it about your business and not about yourself. This shift in perspective can make a significant difference in the way you approach these conversations. For instance, if you're raising your rates, frame it as a business decision: "Starting from September 1st, 2023, Ashley Young Music Studio will have updated rates." By depersonalizing the change, you project professionalism and confidence.Similarly, when discussing scheduling or policy changes, make it about the studio's operations rather than your personal preferences. Clearly state your business hours and policies, which can minimize the emotional back-and-forth that often comes with these conversations. Remember, by presenting it as a business decision, you're setting clear expectations and making it easier for clients to understand and respect your boundaries.
Step 2: Avoid Over-ExplainingWhen addressing concerns or communicating changes, it's easy to fall into the trap of over-explaining. However, this can create unnecessary doubts and complications. Keep your communication concise and to the point. For instance, when raising rates, there's no need to provide an exhaustive list of justifications. A simple, direct statement is usually enough. Similarly, if you're declining a request for a lesson outside your normal hours, a straightforward "I'm sorry, but the studio is closed during those times" suffices.Remember, your clients trust you as a professional. Over-explaining can unintentionally make you seem unsure of your decisions. By being clear, direct, and succinct, you convey confidence and authority in your actions.
Step 3: Be Clear, Direct, and HumanTo foster smooth communication, make sure your messages are clear, direct, and easy to understand. Simplify your policies and expectations to minimize confusion. By providing crystal-clear instructions, you eliminate potential areas of confusion that can lead to ongoing conversations. Remember, the goal is to create a seamless experience for your clients.Additionally, maintain a human touch in your communications. While being direct, ensure your messages still come across as friendly and approachable. Clients appreciate transparency and a personal touch. This will contribute to building trust and a stronger rapport with your clients.
In conclusion, mastering difficult conversations with clients is a skill that can significantly enhance your