In any business today there are only two types of people:

Those serving the client and those supplying someone who is serving the client

It is important to ensure that all team members are working toward the same goals and everyone is clear as to those goals. Effective communication is an essential tool.

Most of us know how to look after our computer by ensuring that it has anti-virus software and backing up our files so that they are accessible later.

Do we spend as much time looking after our working relationships?

What does the word 'relationship' mean?

It means functioning, relating and communicating.

It is important that each team member takes responsibility for their behaviour to ensure good working relationships. This includes the relationships with clients.

Important behaviours to demonstrate

Behaviours that need to be considered when communicating with colleagues and clients include:

• Making a good first impression
• Being in the moment and not going into auto pilot
• Smiling
• Active listening
• Being careful with the tone of voice
• Using open body language
• Using 'can do' language
• Building rapport

Being flexible in your behaviour is the key to building effective relationships with your clients.

Clients' opinions of the people who serve them can make all the difference to a company's overall success or failure.