If you've ever caught yourself making assumptions about your clients' motives, you're not alone—and it could be holding you back from true success.

In this episode, Nikki dives deep into the dangers of assigning motives to your prospects and clients, and how these assumptions can derail even the most promising sales opportunities.

It's easy to fall into this trap, whether you're trying to anticipate a client's needs or make decisions on their behalf. But when these assumptions are off the mark—or even when they're right—they can lead to breakdowns in communication, strained relationships, and lost business.

Nikki has been the client on the receiving end and has stories from her clients. Today, she shares personal stories and insights along with powerful strategies to help you build stronger, more trusting relationships with your clients.

By the end of this episode, you'll be equipped to avoid these common pitfalls and start fostering deeper connections. Let's get started on transforming the way you engage with your prospects!

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In This Episode:

[01:45] Nikki’s inspiration for this topic when she was on the receiving end of someone making assumptions and assigning motive.

[03:03] Assigning motives can hinder relationships and sales success.

[03:58] When you make assumptions in a client relationship, you start behaving as if the assumption is true. 

[04:55] Think about lifetime value. When we have a breakdown, we'll lose further business and referrals from the client.

[05:53] When you assign motive, it breaks trust between you and your client. It's like saying you don't believe them. 

[06:12] It’s hard to come back after breaking trust. 

[06:48] Nikki shares a story about when she was a client and a person assigned motive to her question. 

[08:41] Instead of answering the question, the person made accusations about why the question was being asked. There ended up being a huge blow up and disrespectful things were said. 

[09:26] This person was ultimately removed from Nikki's account, but it created mistrust with the company.

[10:37] The company has lost out on referrals and potential revenue, and it all came down to this idea of assigning motive, and in this case the motive was inaccurate.

[11:07] What is there to gain by assigning motive? Who wins when you get to be right? Being right doesn't pay the bills.

[12:21] Nikki shares a story about a client interaction that came up recently involving assigning motives to a particular person on the team who they felt wasn’t nice.

[13:22] It's hard to work with someone who you feel is ignoring your preferences, but it doesn't set the client up for future business when the relationship is breaking down.

[14:01] Advice includes ignoring your preferences and seeing if there's a way you could work around the other person's preferences. Have some grace in the moment. 

[15:11] The ultimate outcome is to delight your clients, so that they'll shout from the rooftops how amazing you are sparking more business. 

[15:47] Common triggers to be aware of when you're about to assign motive include lack of clear communication. Instead, think how you can make it easier for the client?

[16:51] Personal insecurity and biases can also trigger motive assigning. A previous experience can also influence your interaction.

[18:00] Nikki shares a client's story where this client assigned a motive of one of their potential clients not valuing their work.

[19:37] Think about offering a solution to the person's very clear objection.

[20:55] Recognizing signs. Do you have an internal dialogue going on? Emotional reactions will cause us to assign motive.

[22:09] Nikki talks about making a mental effort to give more grace and recognizing patterns where we may assign motive.

[23:46] Seek feedback from colleagues and mentors. Ask for their take without telling your take. Make it clear that you're seeking constructive feedback.

[25:09] Nikki talks about what you can do once you recognize the signs that you're about to be triggered into assigning motive.

[25:26] Manage your state of mind. Have some type of ritual to get you into the right state of mind and keep you focused in the conversation.

[26:33] When you want to assign motive, pause and ask a question. Can you expand on what you just said?

[27:44] Be present and practice active listening. Be curious. Pay attention to tone and body language. 

[29:48] Build trust through transparency. Leave space for people to be open and honest.

[30:57] Motive assignment and being right is rarely going to help the relationship. 

[31:16] Keep the end in mind. We want to earn the business, deliver at a high level, and keep our clients happy and satisfied.

[32:05] Reach out and share your big takeaway or a story that you have about assigning motives.

 

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Nikki Rausch

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