A Little Rapport Goes a Long Way

Posted: June 9, 2012 in Customer Service

From an article published by


Original article available at http://www.impactlearning.com/a-little-rapport-goes-a-long-way/

No mat­ter what prod­uct or ser­vice you offer, sell­ing to a cus­tomer you have truly con­nected with is much more ful­fill­ing than a sale to just some ran­dom cus­tomer whom you’ll never think of again. Not only will you come away feel­ing excited and opti­mistic, but your cus­tomer will too, and that can prove very valuable.

Devel­op­ing a con­nec­tion with your cus­tomers can do won­ders for your com­pany and give you a com­pet­i­tive edge by increas­ing cus­tomer loy­alty, the poten­tial for out­side refer­rals, and of course the chance to sell more.

So, how do you build this con­nec­tion? Fol­low­ing are a few tips and tricks to help you estab­lish a rap­port and trans­form a sim­ple sale into a good relationship.

  • Show inter­est in the human ele­ment. Show­ing inter­est in your cus­tomer is one of the eas­i­est ways to start build­ing rap­port. Ask him how his day has been, refer to him by name, or talk with him about more than just the topic at hand. You’d be sur­prised how just a lit­tle ges­ture can affect the tone of the call and the tenure of the relationship.
  • Lis­ten. Focus your atten­tion on what your cus­tomer is saying—not on what you want to say as soon as he fin­ishes speak­ing. Not only will you find out more about his needs than you oth­er­wise might, but you’ll also give him the sat­is­fac­tion of being heard and understood.
  • Find some­thing in com­mon.  Large or small, find­ing some­thing you and your cus­tomer have in com­mon pro­vides a lit­tle token for your cus­tomer to remem­ber you by.
  • Fol­low Up. Take a cou­ple min­utes out of your day and send your cus­tomers a follow-up email thank­ing them for their time and inter­est. Or, if it’s been awhile since you spoke, give them a call to ask them how the prod­uct or ser­vice is work­ing out.
  • Be a per­son that your cus­tomer wants to know. If you’re hon­est and sin­cere and if you act with integrity in all you do, your cus­tomers will have a pos­i­tive impres­sion of you, your com­pany, and the prod­ucts and ser­vices you provide.
  1. jroselle says:

    The amazing thing about every tip you gave here is that every one of them WORKS! They are practical, uncomplicated, and easy to implement. Even in today’s world, practical can be more powerful than you may know. Excellent post!

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