When to Ditch the Script: Building Better Client Relationships Through Authentic Interaction

I was at Orlando Shakespeare playing Tranio in The Taming of the Shrew and doing a scene with my master, Lucentio. The theater in Orlando was outdoors, in a park on an artificial lake. We performed in the summer. Some nights, it was a million degrees, and we were right along a main street. Even with mics, some nights, the traffic was too heavy to be heard over.

One night, Lucentio was going on about how in love he was with Biannca, a girl we had just observed. We also saw Kate, the shrew, for the first time, and we discussed how their father wouldn’t allow Bianca to marry unless Kate married first. At the top of the scene, a guy on a motorcycle was parked right at the edge of the street, and he was just sitting there, revving his engine endlessly. It was frustrating, and if I wasn’t present in the scene and in the moment, it could have thrown the whole scene off. My scene partner and I were on the edge.

Then, the Theater Gods gave me a gift. As Lucentio finished his speech, I had a line about the sister and how awful she was. In the moment, I said, but did you not see the sister and hear how she did rant and rail, which was the line, and I added, like unto yon motorcycle?

The audience, who had also been dealing with the motorcycle, burst into applause. After the show, someone asked me if that was part of the show, if the motorcycle was there every night. It seemed scripted because We said yes to the situation, folded it into the play, and didn’t lose a beat.

It’s not magic; it’s training and trust. Trust in my partner, myself, and the audience. That kind of improv skill is not just good on stage; going off-script in client meetings can be helpful, meaningful, and fun. So, that’s what we’re discussing today: going “off-script” in client meetings.

Let’s jump in.

The Meeting

In client meetings, having a script can be a lifesaver. It provides structure, ensures you cover key points, and can help keep nerves at bay. But sometimes, the magic happens when you go "off script." Knowing when and how to do this can elevate a standard meeting into a memorable, relationship-building encounter. Here’s a guide to mastering the art of going off-script in client meetings.

What going Off-script means

Going "off script" means deviating from a pre-planned agenda or dialogue in a meeting or presentation. It involves responding spontaneously to the flow of conversation, the audience's interests, or unexpected issues that arise. This approach requires active listening, adaptability, and a keen sense of the meeting’s dynamics. It allows for more genuine interactions and potentially uncovers deeper insights or builds stronger client connections.

In theater, TV, and film, going off script can lead to some of the most memorable and impactful moments. For instance, in live theater, an actor might ad-lib a line or respond spontaneously to an audience reaction, creating a unique and engaging experience that can make the performance more dynamic and memorable. Similarly, in TV and film, some iconic scenes have resulted from actors going off script. A famous example is the "I’m walkin’ here!" moment in the movie Midnight Cowboy, where Dustin Hoffman’s character responds to a real-life interruption from a New York City taxi. This unplanned reaction added authenticity and depth to the character and the scene.

Another notable instance is in the TV show Friends, where Phoebe Buffay (Lisa Kudrow) says, improvised the line "See? He’s her lobster," which became one of the show's most beloved quotes. These unscripted moments resonate because they capture genuine reactions and emotions, making the characters and scenes more relatable and authentic.

Going off script in client meetings can have a similar effect. When a presenter responds to a client's specific interests or concerns rather than sticking rigidly to the planned agenda, it demonstrates attentiveness and flexibility. For example, if a client expresses enthusiasm about a particular aspect of a product, deviating from the script to explore that interest further can lead to a more engaging and productive conversation. It shows the client that their input is valued and that the presenter is adaptable and responsive.

You can create more authentic, engaging, and memorable interactions by embracing the unpredictability of going off script, whether in theater, TV, film, or client meetings. This spontaneity can foster stronger connections, uncover valuable insights, and ultimately lead to more successful outcomes.

When to Go Off Script

1. When the Client Shows Genuine Interest or Curiosity: If your client is particularly engaged or asks a question that veers off your planned path, it’s a signal to follow their lead. This can lead to deeper discussions and show that you value their input and interests.
2. When You Sense the Meeting Needs More Energy: Sometimes, despite your best efforts, a meeting can feel flat. This is your cue to shake things up. Share a relevant story, ask a thought-provoking question, or even inject a bit of humor to reignite engagement.
3. When an Unexpected Issue Arises: No script can anticipate every potential problem or question. If an unexpected issue comes up, address it head-on. This demonstrates flexibility, competence, and a commitment to solving the client’s issues in real time.
4. When Building Rapport: Establishing a personal connection can be just as important as the business at hand. If the conversation naturally drifts to common interests or personal anecdotes, let it flow. Building rapport can lead to stronger, more trust-filled relationships.

How to Go Off Script

1. Stay Focused on the Objective. Keep the meeting’s primary objective in mind even when going off script. Ensure any detour still serves your overall goal and brings value to the client.
2. Listen Actively. Pay close attention to your client’s verbal and non-verbal cues. Active listening can guide you on when to shift topics, delve deeper, or return to your planned points.
3. Be Authentic. Clients appreciate genuine interactions. Share your experiences and insights candidly. Authenticity can create a more relatable and trustworthy persona, enhancing client relationships.
4. Prepare for Flexibility While you can’t predict every twist and turn, you can prepare to be flexible. Have a solid understanding of your material so you can adapt on the fly without losing your footing.
5. Transition Smoothly. If you must go back to the script or another topic, do so smoothly. Phrases like, “That’s a great point, and it actually ties into…” or “Speaking of which, we should also consider…” can help seamlessly guide the conversation back on track.

Examples of Successful Off-Script Moments

1. The Anecdote Angle: In a meeting with a tech startup, the conversation shifted from the product features to the company’s origin story. Sensing the client’s interest, you share a personal anecdote about a similar startup journey, leading to a deeper discussion about shared challenges and solutions. This humanizes your pitch and builds a connection based on shared experiences.
2. The Problem-Solving Pivot: During a routine check-in, a client expresses frustration with a specific process. Instead of sticking to the agenda, you pivot to troubleshoot the issue together. This real-time problem-solving builds trust and demonstrates your commitment to their success.
3. The Visionary Dialogue: In a strategic planning session, a client mentions a long-term goal that wasn’t part of the initial agenda. Sensing an opportunity, you dive into a discussion about how your services can align with their future vision, showcasing your adaptability and forward-thinking approach.

Why it’s difficult for some people

Going "off script" can be challenging for many people due to fear and a desire for control. The comfort of a well-prepared script offers a sense of security, minimizing the risk of mistakes and ensuring that critical points are covered. Deviating from this plan can feel risky, as it requires thinking on one's feet and responding to unanticipated questions or reactions. This can be particularly daunting for those who fear making errors or appearing unprepared. Additionally, some individuals may lack confidence in their ability to improvise effectively, worrying that they won't articulate their thoughts clearly or lose their train of thought. The pressure to perform flawlessly can make the prospect of going off script feel overwhelming, leading to a reliance on rigid adherence to prepared material.

Furthermore, the unpredictability of unscripted moments can be intimidating for those with less experience or less natural inclination towards spontaneity. They may fear that veering off the script could lead to awkward silences, miscommunication, or even damaging their credibility. The structure provided by a script acts as a safety net, offering reassurance that the presentation will proceed smoothly and professionally.

There's also the concern of control. A script allows meticulous planning and control over the narrative, timing, and message. Letting go of this control can feel like stepping into the unknown, where the outcome is uncertain. This fear of the unknown can paralyze some, causing them to cling tightly to their prepared material.

Additionally, cultural or organizational norms may discourage improvisation. In environments where precision and adherence to protocols are highly valued, going off script may be seen as unprofessional or reckless. Individuals in such settings might face pressure to conform to expected behaviors, further inhibiting their willingness to deviate from the script.

Ultimately, the difficulty of going off script boils down to a fear of the unexpected and a lack of confidence in one's ability to handle it gracefully. Overcoming this challenge involves building confidence through practice, learning to trust one's instincts, and recognizing that authenticity and adaptability can often be more impactful than a perfectly delivered script.

Getting Better

Improving off script involves building confidence and honing improvisational skills through practice and preparation. One effective method is regularly engaging in exercises that enhance your ability to think on your feet, such as participating in improv classes or practicing impromptu speaking on various topics. Improv classes can teach you to trust your instincts and react quickly, making handling unexpected situations in a client meeting or presentation easier. Practicing impromptu speaking, perhaps by joining groups like Toastmasters, can also help you become more comfortable with spontaneous dialogue and improve your overall communication skills.

Additionally, thorough preparation is critical. Knowing your material inside and out allows you to pivot naturally when the situation demands it. This means not only memorizing your script but also understanding the underlying concepts and being able to discuss them from different angles. When you have a deep understanding of your content, you can confidently address questions and digressions without losing your train of thought or the meeting’s overall focus.

Active listening is crucial, as it helps you respond meaningfully to your audience's cues and questions. By truly hearing what your clients or colleagues are saying, you can tailor your responses to their needs and interests, making the conversation more relevant and engaging. Practicing mindfulness and being present in the moment can enhance your listening skills, ensuring you pick up on subtle cues that can guide the direction of the discussion.

Embracing a mindset of flexibility and viewing unexpected moments as opportunities rather than obstacles can also improve your comfort with spontaneity. This mindset shift can transform potential disruptions into chances to demonstrate adaptability and responsiveness. Instead of seeing deviations from the script as threats, view them as opportunities to connect more deeply with your audience and address their specific concerns or interests.

Finally, reflecting on and learning from each experience can help you identify what worked well and where to improve. After each meeting or presentation, analyze how you handled going off script. Consider what strategies were effective, what moments felt challenging, and how you can better prepare for similar situations in the future. This reflective practice can gradually increase your ability to go off script confidently and effectively.

By incorporating these strategies into your routine, you can build the skills and confidence needed to navigate off-script moments efficiently, turning potential challenges into opportunities for deeper engagement and more dynamic interactions.

Summing Up

Going off script in client meetings can be a powerful tool when used wisely. It shows you are attentive, adaptable, and genuinely invested in the client’s needs and interests. Knowing when to deviate and how to steer the conversation effectively allows you to turn a standard meeting into a dynamic and engaging experience that builds stronger client relationships and opens the door to new opportunities.

Embrace the unexpected, listen actively, and let authenticity guide your interactions – that’s where the true magic happens.