THE PRACTITIONER'S COMPANION
Wednesday 6 November 2024

The importance of cultivating connections in conveyancing

Communications and behavioural expert Grazina Fechner on mastering the art of connecting with people.

3 min read
Communications and behaviour expert Grazina Fechner

THERE’S little doubt that success in the Australian conveyancing sector means having the right skills, mindset and team. It’s also about mastering the art of connecting with people.

That’s something communications and behaviour expert Grazina Fechner knows all about.

Sydney’s Fechner, a co-founder and director of professional coaching and training consultancy Front and Centre, says conveyancers are in a special position when it comes to client communication. Her business partner is 

“Conveyancing is one of the most significant processes in people’s lives, and conveyancers are not just pushing papers, they are helping families make some of the biggest decisions of their lives,” she tells Australian Conveyancer.

“Clients are trusting you with their hopes and dreams, so building trust and showing empathy is key,” she explains. “Authentic communication isn’t just about ticking off legal boxes, these moments are loaded with emotion. It’s real, raw and its scary this is why it’s so important about making clients feel heard, supported, and reassured during the entire process.”

According to Fechner, effective communication from conveyancers should aim to break down complex concepts so the process is smoother for everyone involved. 

She says cultivating this type of connection with clients starts with a smile.

“It doesn’t mean a fake clown carnival smile, it means a genuine one from the heart,” she says.

 “Smiling is not just from your mouth, its eye contact, its open body language, it’s your tone, inflection, articulation, pace and melody in your voice.  It must be genuine.”

Another tip is to enter business interactions with the same authenticity as meeting with a friend. This involves really listening and tailoring communication to the client’s needs.

“I always aim to simplify complex terms without being patronising, and I make sure to set expectations early on,” Fechner explains.

“Consistency is key, so I use clear milestones and regular check-ins to keep everyone on the same page and more so to guide them through the process every step of the way, with the message of ‘I am here for you’”.

On staying attuned to clients, Fechner advises keying into how they communicate. She says while some people are short, direct and straight to the point there’s a myriad of styles.

“Others are warm and fluffy, others want a huge amount of detail,” she says.

“It’s important to understand how the client you are sitting with or emailing or talking on the phone likes to be communicated to and then match their style as much as possible.”

In terms of getting a firm’s message out, social media is a must, the expert says.

For professionals such as conveyancers, LinkedIn is at the top of Fechner’s list.

“LinkedIn is my go-to for professional engagement, where I can connect with clients and peers alike. It’s a great platform for thoughts, leadership, networking and teaching. 

“Instagram and TikTok are other favourites because it’s a visual way to share stories, reels, success milestones, and even some fun behind-the-scenes moments that humanise my brand.” 

Facebook is less important, Fechner says, although she says it is still “a useful space for connecting with more local or community-focused groups”.

Irrespective of the social channel, consistency is key to reaching and maintaining connections.

“You need to show up regularly to stay relevant,” Fechner says.

Here, part of the challenge is to create content  that resonates with the relevant audience, with Fechner urging conveyancers not to be afraid to “inject your personality into your posts”.

“Engagement is a two-way street, it’s important to respond to comments, ask questions, and be part of the conversation.”

Factbox – Grazina’s top tips for better communication:

  • Create a client journey map: list all the touchpoints you have with clients 
  • Post on social: share a client success story or answer a common conveyancing question
  • Follow up regularly: set reminders to check in with clients
  • Review your channels: make sure your communication channels reflect your authentic voice
  • Get out and about: Face to face is the key to your success, hit the street, talk to your clients 

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