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For Providers: Tips for Building an Authentic Relationship with your Clients

Updated: Nov 2, 2021

Through the NDIS, participants have the choice and control to choose the right service provider for their needs. And if a participant is Plan Managed, they have even more choice and control with the option to select from registered and unregistered service providers. With so much choice available, having a strong and authentic relationship with your client just as important as the services you are providing. Check out our top tips for building an authentic relationship with your clients.

Young girl with her mother being fitted for a hearing aid during an appointment

Tip #1: Listen

Listening is vital in the success of any relationship. Make sure to listen to your client’s needs and what they are looking for from your services. Be open with them and work together to determine how you can best provide your services, what type of communication works best for them and how you can tailor your services to help them with their goals.

Tip #2: Build trust & rapport

Having trust and rapport with your client is very important. Your client’s best interests should be the primary focus of the services you provide them. This can help your client to feel more comfortable and confident with you and can help to build a stronger foundation in your relationship.

Tip #3: Tailor your services

Every client is different and so are their needs, which means that tailoring your services to suit your clients as individuals will benefit both of you. Things like how they prefer to communicate, the service agreement they have with you, how you deliver services, what kinds of services are needed etc. are all areas that can be tailored to suit the needs of your clients.

Tip #4: Be reliable & consistent

Being reliable and consistent with your support is a key aspect of building a strong and authentic relationship. Really, it’s all about communication. If there is a circumstance where you might be late or need to reschedule then contacting your client in a timely manner to inform them of any changes, is necessary for maintaining reliability in your relationship. If you have to reschedule, then work with them to find a time that suits both of you.

Tip #5: Be transparent

One of the best ways to ensure transparency is to ensure that you have a service agreement with your client. If you are an NDIS registered provider, then a service agreement is mandatory. Unregistered service providers don’t necessarily need to have a service agreement with their clients, but it is advised. This can help to ensure that you and your client are on the same page when it comes to the services you provide, the price of those services, how many hours that are likely to be required, and any expectations of how the support will be delivered including with circumstances like cancellations.

Why are these five tips so important?

Each of these tips focuses on building a strong relationship with your clients, one that is based on mutual respect. Through providing exceptional services to your clients, not only can it positively impact your clients lives but you and your business could gain a reputation for being reliable, authentic, and trustworthy. The best way to ensure your business is a success is by providing the excellent service to your clients.

If you have a participant who is plan managed with First2Care, you can register your details with our First2Care team for quick and easy payment processing. Read more about First2Care Plan Management here.


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