To succeed, a broker needs to excel in both sales and customer service. These roles require various skills that can be learned and improved with training and practice. Empathy is a key skill, essential for solving problems and building trust in broker-client relationships. 

Empathy means understanding and sharing someone else's feelings. Most people naturally have it, but using it effectively in customer service and sales requires practice. Even in tough situations, showing empathy can improve client satisfaction and will eventually become a habit.
 
With empathy, it helps to think of it not as a feeling, but as a group of behaviors. Below are five behaviors you can practice and perfect to demonstrate empathy with your clients.

Key Takeaways:

• Showing empathy should be at the top of your customer service list
• Empathy and active listening can help close sales and improve interactions
• Learn to recognize and respond to the emotions of your clients
• Restate the problem before trying to solve it
• Ask permission before moving on the next topic

1. Listen actively

Active listening means really paying attention to the client. Start by removing distractions and facing the client to listen with both your ears and eyes. Since only 7% of communication is verbal, it's important to notice body language and facial expressions.

If you need to take notes during your conversation, have a pen and paper ready. You can't focus on the client if you're searching for something to write with.

Active listening also means giving the client feedback. This encourages them to keep talking and share what's on their mind. Feedback can be:

• A smile that encourages them to continue
• A nod that indicates, “I get it”
• Eye contact, but you must be careful not to stare, which can be intimidating or awkward
• Posture – sometimes leaning forward shows intensity

Emotions are important clues when solving problems. They show us if we're on the right path and warn us of potential dangers. So, it's crucial to learn how to recognize and respond to different emotions.

Good customer service professionals know you need to address the person's feelings before fixing the issue. Sometimes, clients just need to vent. Trying to solve the problem before they're ready can make things worse. Allowing clients to express their frustrations or concerns before addressing the issue can help them feel understood and turn a problem into a chance to build more trust.

Before trying to solve a problem, it's helpful to repeat it back to the client. You can rephrase it, but make sure the meaning stays the same. For example, you might say, "Let me check if I got this right. You think dental insurance will make your employees happy and help with hiring, but you’re worried it doesn’t fit your budget. Is that correct?"

Repeating the problem shows you’ve been listening and that you care about the client's needs. It also makes sure you understand what they’re saying. This way, you won’t waste time suggesting solutions that don’t fit the problem.

Asking for permission to move forward is more than just being polite. It helps you and the client stay on the same page. If you ask to move on but the client still wants to discuss the issue, go back and review the previous steps.

You don't always have to ask a question to get permission. You can say something like, “I have a few solutions that might help.” Pause after this, and the client might invite you to continue. If you're listening well, you might not need to ask at all. Either way, you confirm that both you and the client are ready to discuss solutions.

You can apply these five steps in every client interaction, whether it's short or long. The only difference is how much time you spend on each step. You can cover all five steps even in a quick one-minute call. Everyone has some empathy, but using it effectively to close sales and provide great customer service takes practice. Being your best for your client starts with taking care of yourself. Check out our self-care guide below to avoid burnout and be your best for your clients! To learn more, click below for our FREE guide!

Any questions about your current Solstice products? Login to your portal on https://www.solsticemarketplace.com/ 

Want to start selling Solstice? Visit solsticebenefits.com, call 877-760-2247 or email us at sales@solsticebenefits.com