Crafting Effective Client Surveys

𝐀𝐜𝐢𝐧𝐠 𝐭𝐡𝐞 𝐈𝐧𝐭𝐞𝐫𝐯𝐢𝐞𝐰 𝐃𝐚𝐲 𝟑𝟎/𝟑𝟎 𝐑𝐞𝐥𝐞𝐯𝐚𝐧𝐜𝐞 𝐨𝐟 𝐢𝐧𝐜𝐨𝐫𝐩𝐨𝐫𝐚𝐭𝐢𝐧𝐠 𝐬𝐭𝐨𝐫𝐲𝐭𝐞𝐥𝐥𝐢𝐧𝐠 𝐢𝐧 𝐈𝐧𝐭𝐞𝐫𝐯𝐢𝐞𝐰 Storytelling in interviews is a powerful tool for making a lasting impact because it helps you connect with the interviewer on a personal level, makes your experiences memorable, and demonstrates your skills in a real-world context. 𝐑𝐞𝐥𝐞𝐯𝐚𝐧𝐜𝐞 𝐨𝐟 𝐒𝐭𝐨𝐫𝐲𝐭𝐞𝐥𝐥𝐢𝐧𝐠 𝐢𝐧 𝐈𝐧𝐭𝐞𝐫𝐯𝐢𝐞𝐰𝐬: ✅ 1. Memorability: People remember stories better than a list of facts or achievements. A well-told story creates a lasting impression. ✅ 2. Engagement: Storytelling captures the interviewer's attention and engages them in your narrative. It makes the interview more interesting and dynamic. ✅ 3. Contextualization: Stories provide context for your achievements and experiences.They help the interviewer understand how you approach challenges and problem-solving. ✅ 4. Emotional Connection: Stories evoke emotions and create a personal connection.Interviewers are more likely to remember candidates who connect with them emotionally. ✅ 5. Demonstration of Skills: Stories allow you to showcase your skills in action. Rather than stating that you have a particular skill, you can illustrate it through a story. 𝐇𝐨𝐰 𝐭𝐨 𝐈𝐧𝐜𝐨𝐫𝐩𝐨𝐫𝐚𝐭𝐞 𝐒𝐭𝐨𝐫𝐲𝐭𝐞𝐥𝐥𝐢𝐧𝐠 𝐢𝐧 𝐈𝐧𝐭𝐞𝐫𝐯𝐢𝐞𝐰𝐬: ✅ Choose Relevant Stories: Select stories that directly relate to the job requirements or highlight key skills.Tailor your stories to match the company's values and culture. ✅ Structure Your Stories: Use the STAR method (Situation, Task, Action, Result) to structure your stories.Clearly define the situation or challenge, your task, the actions you took, and the positive results. ✅ Highlight Achievements: Focus on stories that showcase your achievements and contributions. Quantify the impact whenever possible. ✅ Connect to Job Responsibilities: Tie your stories back to the specific responsibilities and requirements of the job. Show how your past experiences make you an ideal candidate for the position. ✅ Keep It Concise: While storytelling is valuable, keep your stories concise. Be mindful of the interview time and ensure you're conveying essential information. ✅ Practice Your Stories: Practice telling your stories in a clear and concise manner. Pay attention to your tone, pacing, and non-verbal cues. ✅ Be Authentic: Be genuine and authentic in your storytelling. Speak from the heart, and let your passion and enthusiasm shine through. ✅ Engage the Interviewer: Involve the interviewer in your story by maintaining eye contact and observing their reactions. ✅ End on a Positive Note: Conclude your stories with a focus on positive outcomes and lessons learned. Storytelling is a skill that improves with practice. By incorporating relevant and well-structured stories into your interview responses, you can provide a more compelling and memorable picture of your abilities and experiences.

Probing: The Art that Transforms Sales Conversations Monologue To Dialogue In today’s competitive landscape, sales is no longer about telling—it’s about understanding. The real shift happens when we move from monologue to meaningful dialogue. Research and industry surveys consistently indicate that sales effectiveness can improve by nearly 40% when conversations are driven by dialogue rather than one-sided pitching. So, what makes the difference? ✅ Probing with Purpose Great sales professionals don’t just ask questions—they ask the right questions. Thoughtful probing helps uncover: Customer needs beyond the obvious Hidden concerns and decision triggers The real “why” behind the buying intent ✅ Dialogue Builds Trust When customers feel heard, they engage more openly. A dialogue creates a sense of partnership rather than a transaction, leading to stronger relationships and higher conversion rates. ✅ Listening is the New Selling Active listening is as powerful as asking questions. It enables you to respond with relevance, empathy, and precision. Here are 5 Most effective techniques 1. Open-Ended Questioning Move beyond yes/no questions. Encourage the customer to share context and perspective. Example: “Can you walk me through your current process?” 👉 This uncovers deeper insights and keeps the conversation flowing. 2. The 5 Whys Technique Don’t stop at the first answer—dig deeper to find the real problem. Example: Customer: “We want to reduce costs.” You: “Why is that a priority right now?” 👉 Helps uncover root causes rather than surface-level needs. 3. SPIN Probing (Situation–Problem–Implication–Need Payoff) A structured way to guide conversations: Situation: Understand context Problem: Identify pain points Implication: Explore impact Need Payoff: Highlight value 👉 This turns conversations into consultative selling. 4. Reflective Questioning Paraphrase and confirm what the customer said. Example: “So if I understand correctly, delays in delivery are impacting your client satisfaction?” 👉 Builds trust and shows active listening. 5. Future-Focused Probing Shift the discussion toward outcomes and aspirations. Example: “What would success look like for you in the next 6 months?” 👉 Helps position your solution as a bridge to their goals. 💡 Key Takeaway: If you want to elevate your sales impact, shift your focus from presenting solutions to exploring problems. The quality of your questions will define the quality of your outcomes. #SalesExcellence #ConsultativeSelling #CustomerExperience #Leadership #LearningAndDevelopment #BusinessGrowth

Effective client management begins with proactive engagement, anticipating needs and potential hurdles. Mastering the art of listening plays a crucial role in this approach, allowing us to gain deep insights into our clients' operations and strategic objectives. Imagine setting the stage at the beginning of a project by discussing with your client: Dependency Exploration: 'Can we discuss any dependencies your team has on this project’s milestones? Understanding these can help us ensure alignment and timely delivery.' Impact Assessment Question: 'Should unforeseen delays occur, what impacts would be most critical to your operations? This will help us prioritize our project management and contingency strategies.' Preventive Planning Query: 'What preemptive steps can we take together to minimize potential disruptions to critical milestones?' Success Criteria Definition: 'How do you define success for this project? Understanding your criteria for success will guide our efforts and help us focus on achieving the specific outcomes you expect.' These discussions are essential for building a roadmap that not only aligns with the client’s expectations but also prepares both sides for potential challenges, reinforcing trust through transparency and commitment. By adopting a listening approach that seeks comprehensive understanding from the onset, we can better manage projects and enhance client satisfaction. Let’s encourage our teams to integrate these listening strategies into their initial client engagements. How have proactive discussions influenced your project outcomes? Share your experiences and insights. #ClientRelationships #AdvancedListening #BusinessStrategy #ProfessionalGrowth

One bad conversation can stall a deal.  (Let's fix that.) Here's the trap even the best can fall into: ✅ You said, “Can I get 15 minutes?” ❌ They heard, “You’re just a name on my calendar.” ✅ You said, “Here’s our pricing page.” ❌ They heard, “You’d better be ready to commit.” ✅ You said, “Do you have any questions?” ❌ They heard, “I’m done talking, it's your turn to buy.” In client development, tone is strategy. And the difference between pressure and partnership? Just a few words. Because the real challenge isn’t getting time  with a client. It’s making that time count. Here are 12 proven phrases to build trust  (without sounding like a sales rep): 1. “How have things been going with [X]?” → Feels personal, not transactional. 2. “What’s your thinking around [this topic] these days?” → Opens a door, not a pitch. 3. “What would success look like if everything went right?” → Focuses on their goals, not gaps. 4. “What’s one thing you’d love to improve in 90 days?” → Specific, hopeful, and actionable. 5. “What feels risky or fuzzy about this?” → Makes doubt safe to share. 6. “Want to sketch some options together?” → Co-creates instead of prescribes. 7. “Want me to mock up a few paths forward?” → Shows flexibility, not a fixed pitch. 8. “Want to hear how others tackled this?” → Adds value, zero pressure. 9. “What would need to shift to make this a priority?” → Respects their timeline, invites partnership. 10. “Would a custom version be more helpful?” → Tailors the next step to them. 11. “Great point, can we unpack that together?” → Builds trust through collaboration. 12. “What’s the best way I can support you right now?” → Puts their needs first, signals partnership. These phrases do more than sound better. They feel better. Because they reflect how great BD actually works: 👉 With empathy 👉 With curiosity 👉 With clients, not at them Try one this week. It could turn a stalled deal into a deep conversation. Which one will you lead with? 📌Follow Mo Bunnell for client-growth strategies  that don’t feel like selling.

The STAR method is overused and makes you look like everyone else when you interview. STAR buries the one thing hiring managers actually care about at the end. Your RESULTS. By the time you get to the result, the hiring manager probably tuned out. Companies don’t hire you for what you did — They hire you for the value you’ll create next. Use my DRIVE™ Framework (keeps them engaged) D – Deliverable (What was the result?) Lead with what you accomplished. Think numbers, impact, or what was at stake. R – Role (What did you do?) Be clear about your ownership. What were you responsible for? I – Issue (What was the challenge?) What challenge did you notice or get asked to solve? V – Value (What did you do?) What steps did you take? What choices did you make that moved things forward? Break down your key actions or decisions. E – Effect (Why does it matter now?) What changed—and how is that useful to this company or role? Here’s how it looks in an interview: D – Deliverable (What was the result?) “We were able to reduce customer churn by 28% within two months, and saved around $150K in potential lost revenue.” R – Role (What did you do?) “As the Customer Success Manager, I was directly responsible for post-onboarding retention, and I noticed a trend in early drop-offs after week 1.” I – Issue (What was the challenge?) “At first, it wasn’t obvious. Onboarding looked smooth, but engagement dropped off fast. After digging into usage data and doing exit interviews, I realized we had zero client touchpoints between onboarding and the 30-day review. That silence was costing us.” V – Value (What did you do about it?) “I built a 3-touch follow-up sequence within the first 2 weeks and recorded it on Loom so it was something the team could reference any time—quick check-ins, usage tips, and a personal strategy call to keep them engaged and show value early.” E – Effect (Why does it matter now?) “Within 60 days, churn dropped 28%, and our upsell conversions improved by 15% because clients were actually using the product. That experience taught me how small adjustments in client experience can lead to huge business results — which I know will be key here as you expand your customer base and want to drive long-term retention.” ⸻ 3 things DRIVE does that STAR does not: ✅ Proves impact up front — no waiting for the punchline ✅ Highlights your decision-making — not just the tasks you completed ✅ Connects your impact to their goals and future — because companies care about how you’ll solve THEIR problems Good storytelling helps you land better roles and get paid more. #interviewingtips #jobsearch

Ever wonder what separates a good call from a great one? Here are the 8 essential techniques that transform conversations, even the tough ones. 1. Lead with Empathy, Always. -> It’s more than a nice-to-have—starting with empathy puts clients at ease, even under stress. Pausing and listening carefully signals that you’re genuinely invested in their needs. 2. Smile, Even if They Can’t See You. -> It might sound odd, but smiling on calls changes your tone. It adds warmth to your voice and often softens the conversation, even in difficult situations. Clients can “hear” that smile, and it works wonders! 3. Match Their Pace—Naturally. -> When you align your speech with the client’s speed, the call flows better. It’s subtle, but mirroring their pace and energy shows you’re in sync, building trust faster. 4. Use Strategic Pauses to Let Points Sink In. -> Sometimes, saying less speaks volumes. A brief pause emphasizes key points, giving clients a moment to process. It’s a game-changer for clarity. 5. Stick to Short Sentences. -> Short sentences are clear and powerful, especially for complex topics. Avoid filler words like "um" or "like" by practicing pauses and recording yourself to track improvements. 6. End with Calm Confidence. -> A calm close leaves a lasting impression. It shows confidence and signals that you’re both engaged and attentive right to the end, even in high-stakes calls. 7. Emphasize Key Points Naturally. -> Pausing before and after critical points highlights your message without sounding rehearsed. This technique works in training, presentations, and even public speaking. 8. Friendly Tone, Lasting Connection. -> People respond to warmth, especially on first calls. A friendly tone opens the door to a real conversation, turning a typical call into a memorable experience. Each of these strategies can turn calls into meaningful connections, creating a solid foundation for long-term relationships. Give them a try and see the difference in your next client conversation! #CustomerSuccess #SalesTips #EffectiveCommunication

As a social work intern, I used to interview people who were awaiting sentencing in criminal court at 100 Center Street. It often felt like a really intense episode of Law & Order, and at first, I was quite terrified. Then, a more experienced colleague took me under his wing and advised me to start with open-ended questions. “Tell me the story of your life as if it were a movie and you’re the star” was his favorite, and it was quite effective - because it was non-judgmental, allowed the client to be in control under difficult circumstances, and led us to the information we needed. I think about this experience every time I am hired by my clients to interview their target audience. Although the purpose of my interviews now is quite different, I learned that good interviewing is less about asking the perfect set of questions, and more about listening in the moment and guiding the conversation. Here are some simple interview tips you can try: Before the call: Have your questions ready, but don't send them ahead of time. People freeze up when they think they need to "prepare." Start the conversation right: Always ask permission to record (and explain it's just so you remember the conversation, not so you disseminate it to the world). Begin with a softball: "How did you first connect with the company?" This isn't hardcore journalism—you want them comfortable, not defensive. During the interview:  Listen more than you talk.  Riff off of their responses instead of robotically following your list in order. I’ve learned to use the gentler "I'm curious..." instead of "Tell me..." If someone shares negative feedback, don’t gloss over it - they're taking a risk by being honest. Recently, I explored an offhand comment that an interviewee made about their experience, and she thanked me for giving her permission to express how they really felt. Learn and adapt: Drop questions that tend to make people overthink. I stopped asking "If this company were a famous person, who would they be?" because it tended to eat up time while the interviewee thought about the answer, which they often gave just to please me vs. having a strong opinion to share. Let each conversation teach you something for the next one. A word of advice: If you want to get the most straightforward feedback from your target audience, consider having someone else conduct these interviews. People are often more honest with a neutral third party than they are with you directly. Remember, the goal isn't perfect answers—it's insight. And real insight only comes when people feel heard and understood. And, PS - no amount of assumptions, internal brainstorming, or AI-generated analysis can replace actually talking to the human clients who pay your bills (sorry, Claude!). What's your experience with client feedback? Have you found any questions that work particularly well—or spectacularly badly? I’m curious to hear about your experience. 👇

This is the shift that helped my client land two job offers—after nearly a year in the job search. The market's tough. She's talented and strategic. Getting interviews wasn't the issue—but none of them were turning into offers. So we made one big shift: we moved her center of gravity from impressing to connecting. Before, every interview was high-stress and shape-shifty. She was performing the version of herself she thought they wanted—polished, perfect, and careful. We've all done it, especially when the stakes are high. So we flipped it: don't perform. Connect. For her, that meant treating interviews like a party. Some people would be total duds, others magic. That gave her permission to be real. To talk about how she could help, or not. So what happened? She got two job offers the same week. Both a great match, no performance required. This is the shift from pressure to presence. From trying to win the room to actually serving the room. It doesn't just feel better, it *works*. I'm helping another client do the same thing now. He has a new leadership role and his first board presentation. Same principle: Connection first. That's how you make the right impression. 👇 Want to try this shift? Here's a quick practice: 1. Write down a question you think you'll be asked. 2. Answer them twice. — First, the impressive version that's polished and safe. — Then, the real version that's honest, alive, maybe even a little risky. 3. Read them back and feel the difference. Ask yourself: which one actually connects?

If your clients had a dating profile…what would their 𝗹𝗼𝘃𝗲 𝗹𝗮𝗻𝗴𝘂𝗮𝗴𝗲 be? 💘 We’ve all heard of love languages (words of affirmation, quality time, etc.) but here’s the truth: 𝗖𝗹𝗶𝗲𝗻𝘁𝘀 𝗵𝗮𝘃𝗲 𝘃𝗮𝗹𝘂𝗲 𝗹𝗮𝗻𝗴𝘂𝗮𝗴𝗲𝘀, 𝘁𝗼𝗼. And if you don’t know how they define value, then all your “best practices” will miss the mark. You’ll send the wrong follow-up. Build the wrong pitch. When clients feel like you don’t get them… they hesitate. they delay. they churn. Which leads to the renewal dying or the scope quietly disappearing. 𝗦𝗼 𝘄𝗵𝗮𝘁 𝗮𝗿𝗲 𝘁𝗵𝗲 𝟱 𝗖𝗹𝗶𝗲𝗻𝘁 𝗩𝗮𝗹𝘂𝗲 𝗟𝗮𝗻𝗴𝘂𝗮𝗴𝗲𝘀? 𝟭/ 𝗥𝗢𝗜 𝗶𝗻 𝗔𝗰𝘁𝗶𝗼𝗻 (𝗔𝗰𝘁𝘀 𝗼𝗳 𝗦𝗲𝗿𝘃𝗶𝗰𝗲) ↳ “Don’t tell me you care. Show me what you’ve fixed.” This client values action over promises - traction, initiative, and impact without having to ask. Ways to Win Them Over: ↳ Identify and tackle pain points fast ↳ Share updates without waiting for them to ask ↳ Keep things moving even in the gray zones 𝟮/ 𝗘𝘃𝗶𝗱𝗲𝗻𝗰𝗲 𝗢𝘃𝗲𝗿 𝗘𝗴𝗼 (𝗥𝗲𝗰𝗲𝗶𝘃𝗶𝗻𝗴 𝗚𝗶𝗳𝘁𝘀) ↳ “I’ll trust you when I see the data.” They build trust through evidence (metrics, case studies, and concrete results). Ways to Win Them Over: ↳ Show previous success in similar projects ↳ Build dashboards or reports tailored to their KPIs ↳ Ditch vague claims—back everything up 𝟯/ 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗰 𝗔𝗳𝗳𝗶𝗿𝗺𝗮𝘁𝗶𝗼𝗻 (𝗪𝗼𝗿𝗱𝘀 𝗼𝗳 𝗔𝗳𝗳𝗶𝗿𝗺𝗮𝘁𝗶𝗼𝗻) ↳ “Make me feel like the visionary I’m trying to be.” It’s not just about executing the project it’s about showing that you understand their goals, pressures, and ambitions. Ways to Win Them Over: ↳ Personalize your approach with their language and KPIs ↳ Align deliverables to their broader vision ↳ Be a co-strategist, not a task-taker 𝟰/ 𝗗𝗲𝗱𝗶𝗰𝗮𝘁𝗲𝗱 𝗧𝗶𝗺𝗲 (𝗤𝘂𝗮𝗹𝗶𝘁𝘆 𝗧𝗶𝗺𝗲) ↳ “Show me you care by making space for real conversation.” This client craves high-touch engagement: collaboration, discussion, and having a thought partner they can build with. Ways to Win Them Over: ↳ Schedule touchpoints with purpose ↳ Use meetings to ask—not just report ↳ Invite them into your thought process 𝟱/ 𝗦𝗲𝗮𝗺𝗹𝗲𝘀𝘀 𝗘𝘅𝗲𝗰𝘂𝘁𝗶𝗼𝗻 (𝗣𝗵𝘆𝘀𝗶𝗰𝗮𝗹 𝗧𝗼𝘂𝗰𝗵 – 𝗯𝘂𝘁 𝘁𝗵𝗶𝗻𝗸 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹) ↳ “If I have to chase you, it’s already a no.” This client wants everything to just work. Efficiency, clarity, and no surprises are the name of the game. Ways to Win Them Over: ↳ Overcommunicate logistics, underdeliver chaos ↳ Build workflows that reduce friction ↳ Make the client feel like it’s being handled even behind the scenes Reminder: It’s not enough to deliver great work. You have to deliver it in the way your client feels and understands as valuable. Learn their language. Adapt your engagement. Watch retention, referrals, and renewal rates rise. ::::::::::::::::::: I’m building a quiz to help you identify your client’s value language — want early access? Comment “QUIZ” and I’ll send it your way first.

I have a 40% consultation-to-client conversion rate. Marketing agencies tell me that's "unusually high." It comes down to 4 techniques I use within 15 minutes of a consultation. They make scared, stressed people feel safe enough to trust me. 1. Active listening No template questions. No interrupting. I absorb what they're telling me and ask follow-up questions that prove I heard them. I don’t ask: "What's your child's name and date of birth?" I query about what matters most: "You mentioned feeling trapped — tell me more about that." 2. Opening remark Before anything else, I spend 1-2 minutes saying: "This call is confidential, even though I'm not your attorney yet. This is a free space. Say anything. I won't release any information." I watch people physically relax after hearing that. 3. Pausing Sometimes people cry 5-6 minutes into the consultation. I don’t dismiss their feelings. I don't rush them. I don't change the subject. I say: "I have a couple more minutes after this hour. Take your time. I'll be right here until you're ready to talk again." 4. Sharing observations "This is your first divorce, one of hundreds of divorces I've handled. Everyone I've met felt exactly how you're feeling today. But at the end of the tunnel, there's light." I don’t sugarcoat it. I don’t say it'll be easy. I tell them what I've seen: Every client gets through this. It becomes an empowering process. Like climbing a mountain you didn't think you could climb. People don't hire lawyers based on credentials alone. They hire lawyers who make them feel heard, safe, and understood. These 4 techniques do that in 15 minutes.