How to start a conversation with a client correctly. Psychology of communication with clients. When communicating with clients you cannot

Justify the cost
When voicing the cost of your services, make it a rule to justify everything that is included. Even things that are obvious to you at first glance are unknown to the customer, and he may misinterpret your price tag. For example, the host should definitely say that by choosing him to host a wedding, the customer receives the services of a sound engineer and wedding planner for the same price.

Be clear and consistent
Your services and their cost should not be in doubt. It is unacceptable for different customers to voice different conditions: for example, tell one about hourly payment for work, and another - for the project as a whole; give one a discount, but not the other. By acting on the principle “only for you, as an exception,” you discredit yourself as a specialist. The ambiguity of actions indicates unprofessionalism and gives the client the opportunity to manipulate and dictate their terms.

Limit your choice
There is no need to provide the customer with several options to choose from unless he asks for it. As a professional, you have the right to make your own decision and offer the best option. What might the opportunity to choose turn out to be? Firstly, it will be difficult for the customer to choose, and he will attract other people to help. And some of them may not like the options you propose. Secondly, the client, seeing that you have already given him more, may ask for even more options.

Keep your distance
Communication with the customer should be official, without pretense of familiarity or familiarity. Except for those cases when your services were used by close, acquaintances and regular clients, relations with whom have already become friendly. Even if the customer has switched to “you,” the person providing the service must retain the “you” address. If you want to create an informal, trusting relationship, you don’t need to be too frank and let the customer know about your personal affairs. Believe me, he is not interested. And for some, excessive frankness will even scare them away. If the opposite is true and you receive similar information from the customer, do not get involved in the discussion, do not ask clarifying questions, maintain a formal tone of the conversation and smile politely.

Think for the customer
Put yourself in the customer’s shoes and try to predict his needs and doubts, offer solutions, and have options in reserve.

Anticipate questions
If you correspond with a customer, analyze his letters and try to predict his further questions. By answering questions that you have not yet had time to ask, you thereby kill two birds with one stone: you reduce the volume of further correspondence, save time and appear far-sighted in the eyes of the client, showing attention and interest. Thus, you earn yourself extra points.

Do more than is expected of you
Give your customer a wow effect. Do more for him than he expects from you. Which method to choose depends on your capabilities. Offer additional services, bonuses, give gifts, extend your work time at the event, and, on the contrary, complete all the preparatory work the day before. It doesn't matter what you offer. The main thing is that this evokes a positive response from the customer and works to your advantage at minimal cost on your part.

Valeria Nezhinskaya

I really liked these rules from the website freelance.ru. Simply intelligible and, most importantly, everything that is called “at the box office”.

A must read for anyone who works with clients! This topic especially began to worry me after a negative experience in communicating with copywriters. I will immediately send them a link to these simple ten rules.

If we leave aside issues of professionalism and integrity (let’s assume that we are all professionals and have never cheated anyone), then an important problem for a freelancer is building communication with the customer. It holds the key to the successful start and completion of a specific project, as well as the formation of long-term or regular cooperation.

Over 5 years of working on the Internet as a freelancer, project manager and direct customer, I have accumulated a decent amount of “baggage”. This is the type of luggage:

Regular customers,

Clients with whom communication did not work out

Clients in front of whom I feel embarrassed and even ashamed,

Freelancers with whom I have worked and continue to work with pleasure:

Freelancers I will never contact again.

Analyzing this baggage, we can safely say that many mistakes were made. I made mistakes, those with whom I had to work made them, and you make them too. I tried to formulate the conclusions from all this in the form of 10 rules for communicating with the customer.

1. No friendship or familiarity with the customer.

Communication should be as formal as possible. The customary address in Russia to a stranger “on you” should not disappear, even if your opponent has switched to “on you”.

There is no need to suddenly tell how you spent yesterday, that you quarreled with your wife, how crows are cawing outside the window, and that you have not yet drunk coffee. Your customer is not interested in this and, believe me, he does not expect such frankness from you.

If you receive such information, smile politely, send emoticons, but do not join in the discussion, stay below the official line.

What is the opposite threat?

No matter how friendly the relationship with the customer is, it does not allow us to assess the situation soberly. Because of the feeling of getting closer, you will not be able to say the right “Stop!” in time. or not!".

2. Do not tell the customer the work process, do not send intermediate stages and source codes, and do not use unnecessary terms.

It is extremely rare that a client needs to know the sequence of your actions when creating a collage or setting up a database. If he needs it, he will say so.

And it’s unlikely that the customer wants to participate in the development process. He came to you for the result, and not to waste his time viewing and commenting on the intermediate stages of the project. Respect his time.

The same goes for specific terminology. It is logical that you know the names of all your instruments, and it is also logical that only you are interested in it.

What is the opposite threat?

It seems to you that in this way you demonstrate your skill, openness and desire to cooperate. In fact, you are stealing other people's time and nerves. It is unlikely that the client will say that you tired him. He just won't come to you anymore.

As an addition: the coolest plumber is the one who fixes pipes quickly and silently. And he doesn’t describe his actions, offering to hold the adjustable wrench while he goes to get the tow.

3. Don't let the customer choose if he doesn't ask.

You should always remember that you are a professional, capable of deciding for yourself which of your works is the best. There is no need to show 20 variations of one logo when you are expected to produce only 3.

What is the opposite threat?

It is also difficult for the client to choose, and he will ask to choose someone else, for example, his wife or friend...

The client may ask for more options, because you have already given him more than he asked for, so you can do more.

The client may choose the worst option, and you will be ashamed of this work.

4. Don't get lost.

You can not respond to a letter for a maximum of 24 hours. In instant messengers, silence of several hours is acceptable. The call must be answered immediately. If it doesn't work out, be sure to call back as soon as possible.

The rule is simple, but, due to its simplicity, it is very easy to neglect it.

What is the opposite threat?

You risk losing trust, order and customer. And also earn a loud scandal if the client starts looking for you, creating posts like: “A freelancer has disappeared, help me find him. The color is white with a black spot on the ear, responds to...”

5. Don't explain yourself unless necessary.

It so happened that you disappeared, forgot to do something, send something, write something, did something wrong or wrong... This happens to everyone. But, if the customer has no complaints or questions, do not explain yourself. Complete it, send it, redo it, but don’t explain yourself. Explanations are appropriate when they are expected.

What is the opposite threat?

Inappropriate excuses characterize you as a weak, insecure person.

And (see point 1) this may simply be unnecessary information.

6. Validity and accountability.

All your actions must be clearly and reasonably justified. Why is the price this way? Why do you use clipart? Why didn't you do it as indicated in the technical specifications?

If the project is not two days, it is important to establish reporting. For example, once a week send the customer a document that describes the work and its scope, as well as the price for it. Or invite him to the tracker, where he can observe the dynamics of the work being carried out.

Reporting does not negate validity.

What is the opposite threat?

The result of customer ignorance is mistrust, claims, disputes, damaged relationships, and negative feedback.

7. Don't become a middleman.

Start selling other people's services only if you are a manager by nature, or you have a lot of experience in this (for example, from your previous office life), or you have reliable cover (for example, your partners or a company).

What is the opposite threat?

The desire to quickly and easily make money in this way often turns into headaches, insomnia, payments out of your own pocket and broken relationships with all participants in the business. Any of the parties (both the customer and the contractor) can fail, fail, all kinds of force majeure can happen to them... And at the same time you need to explain to the other party, save face, reputation and your money.

8. Negotiations to the last.

No matter how the situation develops, try to negotiate. It doesn’t matter whether you are at fault or the customer is being weird, you need to maintain a calm tone and keep the conversation constructive. As practice shows, you can always find a way out of any situation. At the same time, it is not always necessary to compromise (consider it as a last resort), since most unpleasant situations are the result of misunderstandings and misunderstandings. You just need to figure out which of you didn’t listen, misunderstood, or interpreted it in your own way.

What is the opposite threat?

Without trying to figure it out, you risk losing a possible regular client, partner, ruining relationships and receiving negative feedback for inadequacy. And the saddest thing is that there is a great chance of repeating your mistakes in the future.

If your prices jump and change, then you don’t know the value of your work. Most likely, you can be “bent over”. If you say one thing in your profile, but something else happens in reality, this raises a lot of doubts, as well as temptations.

Ambiguity always indicates unprofessionalism and weakness, which will either scare away the client or give him the opportunity to manipulate you.

I hope my experience will be useful to you.

Take it into service! Let this be your code, from which you cannot take a step!

PS: When I re-read these rules, I immediately remember one of my first works promoting an office dealing plastic windows. I probably violated all these 10 rules when communicating with the customer, and as a result I also had a terrible fight with him. If this had happened in real life, it could have gotten to the point of assault. Now I look at myself then and wonder why I wasted my nerves and time, everything could have been sorted out simply.

Reading time: 2 min

Communication with customers. Communication is a process through which relationships between people are realized, and an important component that makes up almost the entire human life. But communication is not just a conversation between people, but a whole communication system consisting of communicative parties, their mutual influence, ethics, communication techniques, and other components. In everyday life with close people, a person does not think so much about what intonation he has, the tone of his voice, and how high-quality information he conveys. But when the communication process is closely related to work and directly depends on it, then a person must master certain techniques for communicating with clients, methods of conveying information, and be guided by certain rules and ethics.

A person dealing with consumers must make communication a way to achieve a goal. Professional communication and communication skills always have a final positive result for the seller and the client who has satisfied his needs and purchased the service. Achieving mutual understanding, eliminating disagreements, attracting a person as a regular consumer - these are the main goals of communication with clients of a company that tries to preserve its reputation.

Psychology of communication with clients

Representatives of a company that provides some type of service are interested in attracting an increasing number of clients. Therefore, direct communication is a tool for their earnings. In order to successfully and quickly sell a product or service, the seller must have special communication skills, have a good understanding of what he wants and be able to competently draw up a negotiation plan, this will ensure effective sales communication with clients.

A salesperson who knows his business and has the skills to communicate with customers, before offering his services, thinks about what would actually interest him. That is, he puts himself in the buyer’s shoes. He also tries to understand how the client sees him, so he has to practice in front of the mirror to know what flaws he has and correct them. The seller understands that he must control all his movements and words. Because the slightest wrong movement, inappropriate gesture or manifestation of dissatisfaction can be interpreted by the buyer as a signal of something bad and unreliable, and frightened, he will leave, and the seller will be left without profit.

Techniques for communicating with clients. The meeting and the first impression matter most. It depends on him whether a person will agree to the services offered and cooperate with this company. To do this, first of all you need to create all the conditions for comfort. If he himself came to the company’s office, then this office should be pleasant, so that he would like to be in it. If it’s in a store, then amenities should be provided; if it’s on the street, then a company representative should offer to find a comfortable place to talk. A potential client should feel that they are looked after and respected, then he himself will open up to a meeting and show trust.

If we look at the first impression process in more detail, we can highlight some features that should be paid attention to, since it is they, through the representative, who form the image of the company in the eyes of the client.

Appearance plays a very important role, as you know, “one meets people by their clothes...”. If a representative of a reputable company is dressed in shorts and a T-shirt, and at the same time talking about business matters, he will not be taken seriously. If a company is reputable, or wants to become so, its employees should look appropriate, which means, in a business dress code, neat and clean. When a person communicates with such a neat interlocutor, he himself wants to become like that, and this is where the client’s compassion begins.

When meeting, you need to look your interlocutor straight in the eyes, without insistence, but with attention, so that he feels interested in himself. People often believe that by whether a person looks you in the eyes, you can easily understand whether he is lying, so, if you stick to this narrow-minded thought, then you need to look into the client’s eyes and answer all his questions directly in the eyes, trying not to slip your gaze to the side. The main thing is that the look is calm, open and confident.

A handshake is a special way of connecting two people even though they haven't talked about anything yet. When meeting, you need to be the first to shake hands with the person, and say hello not too firmly, and not too softly, but confidently and energetically. Already from the moment of such a handshake, the client can, having perceived the flows of energy, also become more positive.

From the moment the conversation begins, you need to be the first to introduce yourself, and ask what the client’s name is, and if possible, but not too often, call the client by name. When people hear their name in communication, their egocentricity mechanism turns on, the person thinks that he is treated with respect and understanding.

The agent must ensure that he is physically almost on the same level with the client, and is quite a bit taller than him. Therefore, for example, in an office, an agent can adjust the height of the chair to be slightly taller. These features are important because, being on an equal footing, the client feels that the agent is the same person as him, but if he is a little higher, he already has more influence. The agent must also ensure that a distance is maintained between him and the person, which leaves the person his personal space; it is approximately 1 m.

During the conversation, the employee must show interest in the interlocutor, ask about his wishes and be polite, say polite phrases (“please”, “thank you”, “you’re welcome”).

The main thing is not to overdo it with politeness; too many pleasantries can also negatively affect the consumer’s reaction. He may think that he is being flattered and will perceive it as a trap, he will think that they want to deceive and lure him, in which case the situation cannot be corrected and he cannot be returned. Therefore, it is better to concentrate not on the client’s personality, but on the advantages of the company, its advantages. And behave openly and kindly with the client. It is very important not to cross the line of obsession. All proposals put forward by the agent should sound easy and relaxed; you cannot immediately put pressure on the person or demand an immediate decision from him. We need to give him time to think about the proposal. You also need to instill in the client the belief that he is unique in that he is a very desirable client and the fate of the company depends on him. Then the person succumbs to such manipulation and purchases products or services.

If a manager knows the basics of psychology in communicating with clients, then he will significantly improve communication with consumers and achieve greater sales profits.

Rules for communication with clients

In the process of communicating with a client, the agent manager must be guided by rules that contribute to an effective result.

The manager’s communication with the client should be focused on the client’s personality. To do this, the manager needs to actively listen, listen to all the requirements and wishes. Tell everything the client wants to hear about the quality of goods or services, answer all his questions, ask about personal preferences. Do not insist on purchasing the product right away, give time to collect your thoughts. The seller can only push towards a positive decision, but without intrusiveness. The voice should be energetic, but not hysterical, speaking neither fast nor slow.

You also need to adapt to the person’s slang, not speak in abstruse words, so that he does not worry about his own incompetence. If you cannot do without some scientific specific concepts or definitions, you need to explain them so that there are no misunderstandings. The main thing is to list all the positive qualities that the product has and not waste precious time explaining different terms if the person himself does not want it.

The manager's communication with the client must be of a business nature, at least within the framework of a business relationship, so that the value of the product is respected. You need to be serious about all matters related to goods. But you don’t need to pretend to be too much of a business person, talking on the phone all the time in the presence of a client, or being distracted by other things when he is nearby and waiting. You must always come to meetings on time and answer messages and calls. Only with a respectful attitude can you see the same attitude in return. This is especially important for the seller representing the company.

An agent must always be impeccable in all his or her character. When it comes to work, he must always look presentable, maintain his posture, speak beautifully, captivate with his manners, and be so confident in himself that customers associate this employee with the product being offered, which is accordingly equally impeccable.

Following his ideal image at the first meeting, the seller should remain the same further and in his future behavior should be no less polite, especially when it comes to long-term relationships. If the buyer has any questions, the seller should always be ready to answer them. If there are changes to the terms of the contract, the client must be notified immediately.

The rule that the client is always right is not a standard, so you can deviate from it. When a person is a professional manipulator and acts in pursuit of personal goals, demanding, for example, a refund for services, saying that they are of poor quality, but he himself has used them for a long time. This kind of client is a danger to the company and can damage its reputation, so it is necessary, if possible, to eliminate all contact with him.

The success of the company will be determined by the correct communication with customers. If all the rules are followed, then cooperation is guaranteed, attracting new clients through existing ones and thereby increasing the company’s reputation.

Ethics of communication with clients

Every person is pleased when they are treated respectfully and correctly in a conversation. Even in communication between close people there should be courtesy.

Standards of communication with customers are the postulates by which a company providing goods and services achieves success in its activities. If a company has a well-coordinated team of qualified specialists, polite in communication and customer-oriented, then such a company is capable of achieving great success.

No matter what you do, if you need to communicate with clients, you should always maintain a professional attitude and demeanor. This applies not only to what you say, but also to how you speak and behave. Talking to a customer without the proper tact and professional courtesy could result in your company losing the deal. Learning the rules of negotiation and how to deal with difficult clients will enhance your professional relationships and further career growth.

Steps

Part 1

Understand the client's needs. You can find out what the customer wants by understanding their final vision as well as their story. You need to have a clear understanding of how the current project or deal fits into your client's goals and personality. This will give you a better idea of ​​how important this issue is to your business partner.

• Ask the right questions to understand what the customer wants. Be as specific as possible, and ask for precise and clear explanations in response.
• For example, as an investment advisor, you might ask a client, “Are you willing to lose 10% of your investment to gain 20%?”, “How do you feel about losses?” or “Thinking about your investments keeps you up at night?”
• A lawyer may ask questions such as: “What is your ideal outcome in a trial?” or “How aggressively do you want to get your point across?”

1. Be a good listener. Listening skills are essential in any business partnership. Take the time to really listen to the client. If you don't understand the importance of some aspect to your partner, then most likely you are not listening carefully or asking the wrong questions. Ask more specific questions and listen to what the client has to say.

   • Don't interrupt. Use neutral expressions to encourage the client to say more, such as “go ahead,” “I see,” “Yes, I understand.”
   • Maintain eye contact and take notes whenever possible.
   • Nod your head and/or smile (if appropriate) to show that you are listening. Follow the thread of the conversation; Smiling while a client talks about losing money won't score you any points.
   • Rephrase what the client said in order to ask follow-up questions. For example, if a client says they are unhappy with their current returns, you might say, "I understand your frustration. What kind of returns do you expect from your investment?"

2. Set the record straight. Clarity is a vital component of your relationship with your customer. The client should always be provided with enough information to enable them to make informed decisions. If there is no clarity between you, then your partner will not be able to make the right decision and this will end in a loss of trust in you.

   • To do this, you need to use language that your client will understand. If the customer is not familiar with the technical jargon, rephrase everything so that he understands.
   • You need to clearly communicate your actions at each given stage, why you are doing it and what results you expect from it. If the client does not understand the rationale for how your proposals will help him, then your ideas will be rejected or supported with great reluctance.
   • Even minor changes, such as delegating minor authority to your subordinate or colleague, can upset the client if he was not warned about it. Just tell the reserve in advance what you are doing and why.

3. Document all interactions with the client. Keeping a record of interactions with the customer is a very useful practice. This will help you if you need to provide your superiors with a report on the time you spent on a client. It is also helpful to keep clear and professional documentation in case the reserve asks for evidence regarding any of your business meetings.

   • All interactions with the client should be documented, including face-to-face meetings, phone calls, answering machine messages, text messages, and emails.
   • Write down the client's name, the date (time, if possible), the gist of the interaction, how long you communicated, and the details of what each party said.
   • It is also helpful to send a confirmation letter with your understanding of the agreements reached during communication, the time frame and the final product. This is another way to make sure that you and your client are talking about the same thing.

   Part 2

   Interaction with clients

   1. Be professional all the time. No matter how you interact with a client, you must remain professional in all respects. This includes how you conduct conversations, what you say, and how you behave with the customer.

      • Don't be too familiar. Remember that you are communicating with a business partner, not a friend - do not use obscene language, do not make inappropriate jokes, do not use emojis in text correspondence with a client.
      • Always double-check your grammar and spelling. Errors that are too obvious can confuse the recipient and look unprofessional.
      • Ask about the client's personal life only if he himself has shared some information. Don't interfere in other people's affairs and don't be too familiar. Balance can be found through trial and error.
      • Use polite and appropriate phrases, such as: "Nice to see you. How was your weekend?"
      • Avoid divisive or inappropriate topics such as politics, religion, social issues and romance.

   2. Be proactive. Failure to be proactive can frustrate the client and ultimately destroy your professional relationship. Always try to be the first to start correspondence, especially if there is some news that your customer will definitely want to know about.

      • Don't wait for a client to call you with news that directly affects their business. You must inform him about this yourself, and then he will appreciate you. Constantly scan your news feeds for valuable information.
        • However, do not spread rumors unless it affects the value of your client's assets. Check your source before contacting the client.
      • You should have your own opinion about the events you report to your client. It must be clear and unwavering.
      • For example, if a client is unsure which stock market to invest in, you might say, “Based on your desired level of return and risk limitation, I believe you should consider ______ because ______.”
      • Or, if you are a doctor, you should contact a patient when their test results are ready or you learn about a new treatment for their condition.

   3. Respect the client's time. While you need to keep in touch with your business partners regularly, you don't want to take up too much of their time. In general, unless the client requires more time or there is a need for greater attention to the situation due to increased pressure on the client, most phone calls should last no more than 10-15 minutes.

      • Don't call clients for idle chat. They're just as busy as you are, so keep your interactions professional unless you're keeping in touch outside of work.

   4. Ask clients for their ideas and opinions. Every time you discuss a new business, ask your partners what they think about the information you shared. You should speak your mind about what you discuss with clients. Find out what they think about the information provided to see how your views align.

      • Acknowledge and respect the client's opinion. Even if you don't agree with him, say "Yes, I understand what you mean."
      • If you are confident that the client is making a mistake or that it will cause a major mistake or loss of significant money, do not be afraid to say so.
      • Don't tell a client they're wrong just to make them defensive. Instead, ask questions like, “Have you considered ______?” or “What if ______ happens?”
      • Or, for example, a lawyer may ask whether the client understands the measures being taken and agrees with the chosen tactics.

   5. Pay attention to body language. Body language can reveal many emotions, whether you realize it or not. This can be to your advantage as you can read the client's body language, but your own gestures can also give away your intentions.

      Be mindful of your tone and demeanor. Just like body language, they reveal unspoken feelings. Pay attention to the tone of your speech and how the client might perceive it, so that you can adjust your voice or expressions according to the situation.

The success of any business is inextricably linked with the company’s personnel. It would be more accurate to say that every employee of the company must master the art of psychology of communicating with clients. In the article we will look at the basic principles of how staff should build communication with clients, how to motivate a person to make a purchase, and other subtleties.

It should be immediately noted that an employee’s sociability does not mean that he is proficient. The conversation should be structured in such a way that the consumer will certainly make a purchase, and most importantly, return to the company again. For this purpose, organizations periodically conduct training on the psychology of communication with customers.

How to build a dialogue with a client?

Whether you're talking to a potential buyer over the phone or in person, remember that first impressions matter. The further course of the conversation depends on him. There are a number of rules used to build a successful dialogue. One of the most important - client management. You must take an active position in the conversation, ask questions aimed at identifying the needs of a potential buyer, talk about the advantages and differences of the product from analogues offered by competitors.
Of great importance Feedback. Your speech should not look like a boring monologue; it is necessary to involve the client in the conversation, while controlling the flow of the conversation. A potential buyer will feel comfortable if you do not argue with him or put pressure on him, trying to sell the product quickly. The presentation needs to be done beautifully, describing in detail all the advantages that the client will receive by purchasing the product from you. Give your client business-like compliments, this will move the conversation in a positive direction. And most importantly, remember that openness and goodwill are...

How to behave during a conversation?

The correct behavior of a company employee is very important. The client will be much more willing to make a purchase if the conversation is relaxed. It is important to smile at your interlocutor, look him in the eyes, and show interest. The main thing is to sincerely try to help the consumer solve his problem.
In the process of communication, you cannot speak monotonously and without emotion. A boring monologue will be interrupted by the client mid-sentence. Most likely, such a buyer will leave the company and make an acquisition where they can interest him. You can't speak too fast or slow. Try to find optimal speech rate. Enterprise employees should develop diction. Clarity of speech is important for understanding what you want to convey to the interlocutor. Specialists who are fluent in professional terminology and have a large vocabulary are much more trustworthy. The psychology of communication with clients is based on the importance of questions in conversation and the correct use of the consumer’s name. It is important to remember that a person must be addressed in a polite manner, by name and patronymic. During the conversation, you need to listen carefully to the client. If he wants to tell you about his personal problems, do not interrupt him. Just try to bring the conversation back to the subject of the transaction. Ask open-ended questions that will stimulate a person to give as detailed an answer as possible.

How to properly talk about a product or service?

There are situations when an employee just begins to tell a client about the product or service offered, and he already becomes bored. How to correctly present a product and build a dialogue in order to turn a distrustful person into a permanent, loyal customer? The first task facing the seller is to attract attention and interest the client. Tell him about the arrival of a new model, promotions and discounts, then focus on the positive characteristics and advantages of the product being offered. If a person wants to buy a laptop, then he needs to find out what is his priority and how much he expects to spend on the purchase.
Having identified the client’s needs, focus only on those points that interest him. You should not bore him with a large amount of uninteresting information, if, of course, you want to make a deal. Last step - motivate a potential buyer to action, i.e., to make a purchase, and process objections. Even if you have not completed the task of selling a product or service, remain polite and friendly towards the client. If a person has a pleasant impression of the quality of service, he will definitely contact the company next time, and thus you will achieve your goal in the long term. Thus, it is very important not only for improving interpersonal relationships, but also for business development.