A client’s trust must always be earned, and you can never know in advance what will be the most important factor for each person in building that trust. There is no other option than to be your honest, authentic self from the very beginning and let the client decide whether that is enough.
A good example of this was a visit some time ago by our long-term partner Henri “Henkka” Kahiluoto to a potential new client in Poland.
In addition to the prospective buyer, he was also met by the buyer’s mother, who was clearly the influential matriarch of the family.
To get the conversation started, the mother asked for references. However, after receiving Henkka’s prepared list of clients, their contact details, and descriptions of completed projects, she bluntly stated, “A list like this has no value. These could all just be your friends.”
Henkka replied, “That’s exactly what they are. Our goal is always to do our work so well that we become lifelong friends.”
Judging by the matriarch’s smile, the completely spontaneous and honest answer was acceptable, and the discussions could begin.
The meeting stretched into the evening, and the family said they wanted to discuss things among themselves and think it over overnight, which is perfectly natural. It is important for all parties that the decision is unanimous.
The next day, word came that the decision was positive.
As Henkka was leaving and they were shaking hands in the hallway, the matriarch mother said, “You have the kind of eyes that show you can be trusted.”
