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What do you do if your initial interactions with clients and customers are not establishing rapport?

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Establishing rapport with clients and customers is a critical component of successful business interactions. However, sometimes despite your best efforts, that initial connection doesn't seem to form. This can be disheartening, but it's not an insurmountable problem. With the right approach and a few adjustments, you can turn the situation around and create a positive, productive relationship.

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Alicia (M) Morgan, PMP ?, AM-MC ?

Award-Winning High Impact Leader | PMP Certified | Keynote Speaker | Agile Metrics Certified | Innovator |

1 Assess Approach

If you're struggling to connect with clients or customers, take a step back and assess your approach. Reflect on your communication style, body language, and listening skills. Are you truly attentive to their needs and concerns? Ensure your questions are open-ended to invite discussion and show genuine interest in their responses. Sometimes, rapport fails to develop because of a mismatch in communication styles. Adjusting your style to better align with your client's preferences can make all the difference.

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2 Show Empathy

Empathy is the ability to understand and share the feelings of another. When interactions are not going smoothly, demonstrating empathy can help bridge the gap. Listen carefully to what the client or customer is saying, and more importantly, what they're not saying. Acknowledge their feelings and concerns without judgment. This can help build trust and show that you're not just there to sell a product or service, but to provide a solution that meets their needs.

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Hakim Kettani??

Libère-toi des relations toxiques ! ??? Je guide ta transformation de victime à ma?tre.sse de ta vie, avec compassion et sans jugement. Coach certifié, PCM et Holistique | Transformation individuelle et d'équipe
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Montrer de l'empathie et plus largement que l'on comprend ce que le client vie peut être un moyen très impactant d'améliorer notre relation avec lui. Si on est client, on a envie d'avoir quelqu'un qui nous accompagne avec une aide adapter plut?t que quelqu'un qui ne nous écoute pas et nous donne des conseils généraux. Ce qui est top c'est que même si on ne sait pas faire preuve d'empathie, cela peut être travailler et améliorer pour pouvoir faire preuve d'empathie avec nos clients (et nos proches ;) )

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3 Personalize Interaction

Personalization can be a powerful tool in establishing rapport. Use the information you have about the client or customer to tailor your interaction. This might involve remembering past conversations, their preferences, or even small details like their name. By customizing your approach, you show that you value them as individuals, not just as another sales opportunity. Personal touches can turn a sterile interaction into a warm and memorable experience.

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Alicia (M) Morgan, PMP ?, AM-MC ?

Award-Winning High Impact Leader | PMP Certified | Keynote Speaker | Agile Metrics Certified | Innovator |
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Building rapport with clients and customers is paramount. When initial interactions fall short, pivot. Personalize your approach. Learn the names of clients and customers, use the correct pronouns, and break the ice. Listen actively, aiming for a 60/40 conversation ratio. Remember details it shows you care. It is too important to offer the gains from working with you. The strategic insights you find from asking the right questions are your secret weapon.

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4 Offer Value

To establish a solid rapport, focus on offering value in every interaction. This means going beyond the basic transaction and providing something that genuinely helps the client or customer. Whether it's expert advice, a helpful resource, or a listening ear, make it clear that you're invested in their success. When people feel that you're contributing positively to their lives or businesses, they're more likely to respond favorably and build a connection with you.

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5 Follow Up

Following up after initial interactions can reinforce your commitment to building a relationship. If the first meeting didn't go as well as you hoped, a thoughtful follow-up could show that you're dedicated to improving the experience. Reach out with additional information, answers to previously discussed concerns, or just a message to check in. This consistent communication can demonstrate your reliability and willingness to go the extra mile.

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Hakim Kettani??

Libère-toi des relations toxiques ! ??? Je guide ta transformation de victime à ma?tre.sse de ta vie, avec compassion et sans jugement. Coach certifié, PCM et Holistique | Transformation individuelle et d'équipe
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Pour améliorer le rapport relationnel avec les clients peut être de montrer que nous sommes présents et disponible pour eux. A leur écoute et que l'on a vraiment envie de les aider dans leur atteinte d'objectif. Cela peut être aussi fait après la fin de la mission pour faire un point avec eux et savoir où ils en sont. Cela permet d'améliorer le service client, d'aider le client en plus si possible voir de lui proposer nos services sur d'autres missions qu'il pourrait avoir pour nous !

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6 Adapt and Learn

Every interaction is an opportunity to learn and improve. If rapport isn't established initially, use the experience to adapt your approach for future encounters. Reflect on what worked and what didn't, and consider seeking feedback from the client or customer if appropriate. Continuous learning and adaptation are key to developing strong interpersonal skills and will serve you well in all your client and customer relationships.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Sean K. Gifford

Seasoned Sales Executive | Fintech | Payments | Financial Institutions
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One thing I've found very helpful is making sure I take detailed notes so that I remember our previous interaction. This helps in showing them that your listening to what they are saying. Adding personal items help too. Example: if they mention that they were to busy to meet with you last time because they were on their way to a birthday party, ask them how the party was etc.

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What do you do if your initial interactions with clients and customers are not establishing rapport?

1

2

3

4

5

6

7

1 Assess Approach

2 Show Empathy

3 Personalize Interaction

4 Offer Value

5 Follow Up

6 Adapt and Learn

7 Here’s what else to consider

Interpersonal Skills

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What do you do if your initial interactions with clients and customers are not establishing rapport?

1

2

3

4

5

6

7

1 Assess Approach

2 Show Empathy

3 Personalize Interaction

4 Offer Value

5 Follow Up

6 Adapt and Learn

7 Here’s what else to consider

Interpersonal Skills

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感谢您的反馈

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