CEC
ARTICLE
THE
OF CLIENT RETENTION:
THE PERILS OF OVERSHARING
By shifting the focus of client interactions to yourself you risk damaging your professional relationship.
WORDS: KATE SWANN & KRISTINA MAMROT
In this series on client retention,
psychologists Kate Swann and Kristina
Mamrot provide unique insights into what
makes your clients tick, and how to keep
them coming back week after week, month
after month, year after year.
The 30-second article
• It’s fine to be human and friendly, but
maintain boundaries
• When you overshare, clients can feel
like they’re not being heard, or may feel
the need to look after you
• Clients pay you to focus on them: by
shifting the focus onto your own
emotions and experiences you turn the
relationship on its head
• Slide your own stuff to one side, and
focus on the client and the job at hand.
26 | NETWORK SPRING 2015
ast issue, we investigated how to turn yourself into a
detective and pick up the clues you need to understand
your client. Here, we discuss the perils of revealing too
much about yourself…
It can be tempting to talk to your clients about your personal life.
When your client is chatting about their week and their daily trials
and tribulations it feels natural to join in with stories about your own
stresses and challenges. And while it’s fine to be human and friendly,
self-disclosure becomes a problem when PTs overshare.
When you overshare, clients can feel like they’re not being heard. And
worse, they may feel the need to look after you. Suddenly, and with no
warning, your relationship with your client has shifted from professional,
where you’re in charge, to personal where they’re caring for you.
Let’s take a look at an example. We’ll eavesdrop on a conversation
between a PT and her client Anna who is in her late thirties. They’ve
been working together twice a week for a month.
L
PT
So how was your week?
ANNA
Tough actually. My mum found a lump in her breast and
she’s been going in for tests. We’re