Community Insights: Building Client Trust
Trust is central to every client relationship. For our latest CPC Community Insights, we asked members to share how they create an environment where clients feel heard, respected, and supported.
Here’s what they said.
What is one thing you do early in a client relationship to build trust?
“I start by listening. Many of my clients come to me with years of experience, but they may not know how that experience fits into the Canadian skilled trades system. I want them to feel heard and understood before we talk about next steps. Taking the time to understand their story, experience, and goals is often where trust begins.”
— Eman Ismail-Elmasri
“I always offer a complimentary consultation, though ‘conversation’ may be a better word. These conversations give individuals space to share what they are currently experiencing, along with their questions and expectations for career counselling. They also give me space to describe my services and the parameters of my help and support.”
— Britt-Mari Sykes
How can career professionals help clients feel genuinely heard and supported?
“My skilled trades clients often come with years of experience, but also with uncertainty about what comes next. They need to know that their experience matters, that their questions are welcome, and that they can have an honest conversation about their options without feeling judged.”
— Eman Ismail-Elmasri
“A valued mentor of mine once said, ‘Clients want to be understood, not diagnosed.’ This referred to therapy, but it applies just as well to career counselling. Our clients want their experiences understood; they want their individual navigation of career life to be heard.”
— Britt-Mari Sykes
What is one mistake career professionals can unintentionally make that may weaken a client’s trust?
“I think one mistake is assuming we know what a client needs before really getting to know their situation. Every person comes with a different story, experience, and skills. If we move too quickly to finding a solution, the client may feel that we are looking at their situation rather than seeing them as a person.”
— Eman Ismail-Elmasri
“Removing choice from a client and guaranteeing an outcome or a solution.”
— Britt-Mari Sykes
Add Your Voice
What helps you build trust with your clients? Have certain practices strengthened your client relationships over time? Add to the conversation by sharing your thoughts in the article comments.
Thank you to CPC members Eman Ismail-Elmasri and Britt-Mari Sykes for sharing their perspectives and experiences with our community.
Want to Be Featured and Share Your Insights?
Our next CPC Community Insights topic is When Job Searches Stall, and we would love to hear your perspective. Answer one or two questions using the online form for an opportunity to be featured in an upcoming newsletter, on CPC’s website, or across CPC’s social media channels.