The first impression that builds lasting relationships
I clearly remember the first meeting with a client who later became one of our most loyal partners in real estate projects. From the very first encounter, his expression showed interest, but also some hesitation. It wasn’t just business for him; he was looking for trust, security, and transparency.
In that meeting, rather than discussing numbers or technical processes, we spent time understanding his expectations, fears, and priorities. The result wasn’t just a signed contract, but a relationship based on mutual respect and open communication. That’s building loyalty from day one.
The importance of the first meeting in project management
In project management, the first meeting is not just a formality. This is the crucial moment to establish solid foundations that will determine the success of the project and the relationship with the client. According to “The Trusted Advisor” by David Maister, Charles Green, and Robert Galford, trust is built on the perception that the other person understands your needs and acts accordingly. This first meeting should focus on:
- Actively listening to the client
- Clarifying realistic expectations
- Defining roles and responsibilities from the start
- Showing transparency and empathy
Key strategies to build loyalty from the first contact
1. Thorough Preparation
Research the client’s business, market, and potential challenges before the meeting. This demonstrates professionalism and commitment.
2. Active and Personalized Listening
Ask open-ended questions to understand their goals and concerns. Use their words to reflect that you understand their needs.
3. Clarity and Honesty
Avoid vague or impossible promises. Transparently communicate the scope, timelines, and costs, as well as potential risks.
4. Coaching and Follow-up
Propose a clear plan of next steps and provide timely follow-up to build trust.
Communication as a Key Tool
In project management, communication is the glue that holds everyone involved together. “Crucial Conversations” by Patterson, Grenny, McMillan, and Switzler emphasizes that difficult or important conversations, when handled well, generate positive results and lasting relationships.
Building loyalty from the first meeting also means establishing an open channel for constant and effective communication.
More than a supplier, a strategic ally
At the end of the day, clients look for partners who understand their vision and are committed to their success. The first meeting is the opportunity to position yourself not just as a supplier, but as a strategic ally that provides value and real solutions.
🔗 Do you want to improve your client experience from the first contact? Write to me for advice on communication, project management, and effective loyalty.