Module 7

How Trust Is Built and Kept

Trust with a wealthy client is built, kept, and sometimes recovered over the whole relationship. This module maps that arc, from the first meeting to the household around the client.

Start Lesson 1
A stone colonnade with vaulted arches receding into warm light

Foundations

  1. 7.1 The Four Questions a Client Asks About You Your skill answers only the first, so the other three need answers of their own. 10 minute read
  2. 7.2 Talking a Client Out of Spending Earns Their Trust When a purchase will not help the client, say so, even at your own cost. 8 minute read
  3. 7.3 Make Restraint a Habit, Not a Tactic A client believes your no when they have heard it before, on small things. 8 minute read
  4. 7.4 A Client Judges You by How You Treat Other People Talk about every absent client as if they were standing in the room. 8 minute read

The Relationship

  1. 7.5 The First Meeting Decides How a Client Treats You Walk in as the expert they are consulting, not someone asking for the job. 9 minute read
  2. 7.6 The Client Decides When the Relationship Gets Closer Wait for a few signs, then answer each step with one the same size. 8 minute read
  3. 7.7 Use Details the Client Told You, Not Ones You Found Bring each detail up in passing, inside the work, and never as a list. 7 minute read
  4. 7.8 Send Past Clients Something, Not a Check-In Twice a year, send each one something meant for them, and ask for nothing. 9 minute read
  5. 7.9 Why a Client Stays With You for Years Become part of how their week runs, and leaving you means starting over. 8 minute read
  6. 7.10 How to Reach a Client Who Has Gone Quiet Lead with something meant for them, and leave the gap out of it. 10 minute read

Referrals

  1. 7.11 Why Referrals Are the Main Way Wealthy Clients Arrive A referred client already trusts you, so find out who sends yours. 8 minute read
  2. 7.12 Be Known for Results and for Keeping Quiet Clients then pass your name on themselves, though it can take one to three years. 9 minute read
  3. 7.13 How to Ask a Client for an Introduction Ask when the client is delighted, for a friend's sake, and write the note yourself. 9 minute read
  4. 7.14 A Referred Client Comes With Two Relationships Keep the friend who sent them informed, only as far as the new client agrees. 9 minute read

The Household

  1. 7.15 How a Wealthy Household Decides Find out who noticed, who looked, who called, and who can say no. 8 minute read
  2. 7.16 Working With Assistants and House Managers Ask what would make their work easier, and never ask them to hide a mistake. 8 minute read
  3. 7.17 Bring In the Partner Who Missed the Meeting Invite the partner when you book, and offer a short call if they cannot come. 8 minute read
Next module How to Sell to a Wealthy Client