I show compassion and understanding for client’s problems. They are totally occupied with them. Most of the time, at the beginning, they only talk about problems, not about “Let’s find a solution”. In that phase, I show them that I am “with them” with: 

“I know how you feel” or
“I would feel the same” or
“I would do the same” or
“I understand” or
“It’s a really problem and I can imagine how you feel about that”… 

And finally what they expect to hear (and what you are going to do!): “We/I want to help you” or “We/I can help you” or “We will find a solution together”.

It’s amazing, when the problem occurs, we are all the time in the roundabout of that problem and we need a time (or we are afraid?!) to choose the exit finally. Show them exit! Then push them in that direction! That’s your job! 

On the other hand, when clients see that “you are with them” and that you understand them, they become more open. You can’t imagine how far that can go! Suddenly, they will mention some problem from their private lives! We all in “times of trouble” need someone who will show compassion and understanding (and if you somehow have similar problem or had similar experience and you know the golden answer…even better! ). In that moment, they make with you special connection and then you are more close to your target: get a new client!
J.L.