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At WAG, we know the fundamental aspect of creating lasting relationships over the phone is to build rapport with your customers.
For us, this comes second nature. But how do you actually build rapport?
This guest blog runs through 5 great tips to get you started.
Please let us know if any of these helped!
5 Great Ways To Build Rapport With Customers
Rapport is the basis of meaningful, close relationships between people, and the bond you form when you discover you share the same values in life.
No matter which industry your business is operating in, knowing how to build rapport with customers will ultimately determine how many opportunities you can bring.
And, whilst some may argue that building rapport either comes naturally or not at all, there are a few tips you can follow.
After all, if you’re building rapport with customers, they will more likely purchase from you or invest in your business.
With that said, here are 5 great ways you can build rapport with customers.
1. Create Trust
One of the biggest things you want to do when building rapport with your customers is to build mutual trust.
Did you know, 90% of customers report they only buy from businesses they trust.
For example, your customers may not know they have a problem and therefore your challenge is to present a solution; show customers that you can keep your promises.
Remember, simply being likeable or funny is not enough to build trust for them to do business with you.
2. It’s NOT About You
When building rapport with a customer, remember it’s all about them – not you.
So, you should be making a conscious effort to be interested in the customer as a person, not just their business.
With this in mind, think about the conversations you’ve had with strangers in the past, even if it’s been as simple as discussing the weather – you still felt at ease right?
Also, people have a built in radar and can spot you a mile off if you’re actually interested in them, or if you have a ‘what’s in it for me’ attitude.
Therefore, don’t just talk about yourself, and use words like ‘we’ or ‘our’ instead.
3. Be Empathetic
From the moment your customer speaks with you, they will have a judgement of your tone of voice and actually be able to tell if you’re smiling.
In other words, the initial phone call is the equivalent to a solid handshake and eye contact if in person.
Doing so, will allow you to gain an insight into your customers interactions and meet their ever-evolving needs and ultimately, deliver great customer experience.
4. Remember, You Have Two Ears – One Mouth
It’s easy to get carried away and run away with words.
But, when building rapport with customers, it’s vital that you listen more and speak less.
Because, listening to them allows you to properly understand your customer, and also ask relevant questions for your next steps.
As such, be mindful not to interrupt customers when they’re speaking as this can make them irritable.
5. Ask Questions
Following on from our previous step, it’s equally as important to ask open-ended questions.
This way, your customer will feel encouraged to talk more about themselves too.
For this reason, asking questions to build good rapport must go beyond surface level; they need to be personalised.
So, do your research beforehand so you can ask questions around the customers interests and experiences.
So now you should have a clear understanding as to how to build rapport with your customers and why it’s important.
Overall, when good rapport has been built, you’ve actually developed a close relationship, where both parties understand each other and can communicate effectively.
Lastly, when you have good rapport with a customer, they will bond with you and be more ready to buy your product or service.
For more information, please get in touch.