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Master for Manager meeting

Italy: Relationships with clients are based on trust

During the Master for Manager meeting, held in Cesena on 25th September 2018, entrepreneur and consultant Christian Pagliarani talked about the mistakes to avoid as a business owner and how to behave with employees, partners and collaborators.

"In Italy, we're using sales techniques that are 25-30 years old, so they're not very effective in a changing world. Luckily, some entrepreneurs have a natural gift for it, but the bases are lacking. We need to understand that the relationship with clients is based on trust and that they must be treated with respect, even when they're wrong."

Pagliarani listed a few errors entrepreneurs must avoid. First of all, they need to focus on solutions rather than on the problem. Collaborators must also think this way.

In addition, they must communicate properly so that partners and employees can understand them. "My message is clear to me, but my interlocutor might misinterpret it. We must make sure we are understood correctly."

Words must be chosen carefully, otherwise they might kill trust and respect, which are very difficult to regain.

"A leader should be able to involve its closest collaborators avoiding putting them in front of decisions that have already been made. At the same time, he should be interested in them and be able to delegate."

"Learn how to make people smile or laugh because it takes very little to create a positive emotion."

Christian Pagliarani

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