Rapport and trust are essential for effective communication and collaboration in any business setting.
But, how do you build rapport and trust with remote clients, who you may never meet face-to-face? Here are some tips to help you establish and maintain rapport and trust with your remote clients, and why it matters for your business success.
Establishing rapport and trust with remote clients is essential for successful business relationships. Not only do these qualities create a pleasant atmosphere, but they are also key drivers of performance, satisfaction, and loyalty. When you have a strong rapport and trust with your clients, you can communicate more effectively, avoiding any potential misunderstandings or conflicts. This will enable you to deliver better results and exceed expectations, increasing your credibility and reputation. Additionally, it will help you to develop your emotional intelligence and empathy, understanding your clients' needs and preferences. Ultimately, this will foster a sense of partnership and collaboration, allowing you to work together towards shared goals and values.
I mean the bottom line is to keep the customers you gain. So what better way to keep a customer than to make the relationship more than a professional one? The more rapport built, builds a more secure foundation for the relationship between you and your client. It goes a lot further than people would expect but I treat my clients like I would my best friend or a family member and let them know they can come to me with any issues, so we can figure it out together.
I think Spotify does a great job with this concept. Though I have never met with an individual from Spotify, I feel like I have built a strong relationship with their brand. Spotify gives me music suggestions, the opportunity to explore new music and a way to share/connect with fellow music lovers. The completely online business relationship is better than most in-person relationships I have with other businesses. I think the reason is due to Spotify's platform giving me, as a consumer, controlled customization. I have the power to choose how I want to use their product, but I am not overwhelmed by too many options. I feel like controlled customization is something more people could explore with remote clients.
Establishing a strong relationship and trust with remote clients can be difficult, particularly if you have never encountered them in person or have limited contact with them. This can be due to a variety of issues, such as the lack of non-verbal cues, such as body language, facial expressions, and tone of voice, which can express emotions, intentions, and feedback; cultural and linguistic differences, which can create obstacles to understanding and rapport; time zone and scheduling differences, which can restrict the frequency and quality of communication and collaboration; technical issues and distractions, which can disrupt the flow and continuity of communication and collaboration; and physical and psychological distance, which can reduce the sense of connection and engagement. Building rapport and trust with remote clients can be a challenge, but with the right strategies, it is possible to overcome these obstacles and create a strong relationship.
The beginning of any relationship is weird and awkward. Building rapport can be difficult especially in a professional setting being there’s a lot more pressure to make it work. Once the similarities are built and both parties are aware the relationship is beneficial both ways, rapport can be built in a more natural way. The challenges of trust are different. Trust is more delivering on promises made up front and making sure to continue to do so as the relationship is built. Trust is usually given up front but once it’s lost, it’s almost impossible to get it back.
To build a strong relationship with your remote clients, it is essential to implement certain strategies and best practices. Utilizing multiple channels of communication, such as phone, email, video, chat, and social media, can help to accommodate different purposes and preferences. Visual aids and tools, such as screen sharing, whiteboards, and slides, can be used to improve communication and collaboration. Additionally, rapport-building techniques, such as active listening, mirroring, and humor, can demonstrate interest, empathy, and respect. Furthermore, trust-building techniques, such as transparency, reliability, and feedback, can demonstrate competence, integrity, and accountability. Finally, personalization and customization, such as using names, preferences, and anecdotes, can show appreciation and recognition.
Create a cadence of regular communication. What that looks like may depend on a number of factors but with so many options for virtual meetings, choose an option that works for both parties and respect each other by starting and ending at the agreed upon time. However, start by scheduling a monthly meeting, eventually may increase to bi-monthly or even weekly. Initially, to get a flow going, it may help to identify 1-2 key topics to discuss such as status updates, new ideas, what one would ideally like to see happen or even brainstorm ideas together is key to building rapport and trust with remote clients.
The biggest way to build rapport before the conversation even starts is to do your research. If you have information on a possible client, it’s much easier to work that into the conversation and relate to with the prospect than to go in blind. The biggest strategy for trust is to deliver on promises and continue to uphold your end of the bargain.
In order to successfully implement strategies and foster a trusting relationship with your remote clients, it is essential to adhere to certain tips and guidelines. This includes setting clear and achievable expectations, goals, and deadlines, and communicating them regularly and reliably. Additionally, it is important to be responsive and proactive, and to follow up on any communication and collaboration. Furthermore, it is beneficial to be flexible and accommodating to your clients' needs and preferences. Moreover, it is essential to be respectful and courteous, and to avoid making assumptions and judgments. Finally, it is important to be authentic and genuine, and to share your personality and values.
Try not to overthink it. Feel out the conversation and link any similarities then move from there. Same with trust, if the prospect trusts you and feels confident in your abilities keep them in that place.
To illustrate the power of rapport and trust in business relationships, let's consider a remote client scenario. Suppose you are a web designer and you have a new remote client who needs a website for their online store. How can you build a strong relationship with them? To start, introduce yourself and your background, and inquire about their business and objectives. Utilize video calls and screen sharing to showcase your portfolio and design process, and to receive their feedback and input. Keep them updated on your progress through email and chat, and use humor and anecdotes to lighten the mood and demonstrate your personality and values. Personalize and customize the website to reflect their brand and preferences, and be transparent and reliable to deliver the website on time and on budget, as well as provide ongoing support and maintenance. By following these steps, you can create a lasting and profitable business relationship with your remote client.