课程: Building Rapport with Customers

Build rapport with your customers in six seconds or less

课程: Building Rapport with Customers

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Build rapport with your customers in six seconds or less

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One, two, three, four. That's all you get to make a first impression, about four to six seconds. The good news is, it's really easy to create a friendly connection in just a few seconds. Here are my top three tips for creating a fantastic customer experience. First, speak with enthusiasm. How would you act if you open your front door to welcome guest? You'd be energetic and friendly. From the first ring of the doorbell to the last visitor arriving, your energy would be welcoming. You can make your customers feel welcome by talking energetically and enthusiastically. Put a smile on your face and in your voice and speak to customers like you're hosting a party in your home. Second, use "ahs" and "mhmms" to tell the customer you're listening. Interject these verbal cues as they talk to show customers you're interested in what they're saying. So often, employees listen to customers silently, which can make the customer feel you aren't fully present. Engage your customers with warm "ahs" and "mhmms" and your interest will be unmistakable. You naturally do this with friends and it fosters connection. Third, practice the rule of 10-10. When you serve customers face to face, I want you to greet them within 10 seconds of them entering your business. When you're working and a customer is within 10 feet, look up, smile, and say hello if they make eye contact. This is a powerful way to create instant rapport. I checked into a hotel in Denver and received the 10-10 treatment. When I entered the hotel, an employee faced me squarely, smiled, and gave me a welcome that felt like I was coming home to family. She made a fantastic first impression, which only took a few seconds. You can create instant rapport just like this. Here's my action item for you. Try one of these three tips today in at least one customer interaction.

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