Junk Removal Secrets: Building Rapport With Your Customers

Building Rapport is a great way to engage the customer, find out essential information for closing the job, and potentially find more junk. ?It kicks off during the call ahead and should last all the way up until the job is completed. ?

NEVER ASK “Where are the items?” ?Continue to build rapport with the customer until they take us to the items! WE MUST LISTEN TO UNDERSTAND. ?

In the process of building rapport, there will be opportunities to establish the value of our company or find value keys! ?

Building Rapport leads to some very important outcomes:

• People talk to people they like and trust
• People share information with people they like and trust (important in order to find their Value Keys)
• People buy from people they like and trust, and are apt to spend more money
• People feel loyalty to people they like and trust, which leads to repeat business
• People introduce people they like and trust, which leads to referrals

Have you ever walked away from a conversation and felt instantly connected to the other person? Maybe it felt natural and easy. You might have felt you really hit it off or clicked with this person. It’s likely that’s because you were able to build rapport quickly.

There’s mutual agreement, understanding, and empathy that makes the communication flow well.

Relational vs. Relevant Rapport

Relational Rapport - Building A Relationship With Your Customer

ICE BREAKER?- Talk about weather, cars in the driveway, neighborhood/surroundings, pictures on walls, family, pets, etc. ?The purpose is to build a STRONG connection with the customer and their family. ?

Get them to like you & gain their TRUST! People DO NOT say no to the ones they LIKE.

• The goal of building RAPPORT is to talk about anything besides the JUNK.
• GREAT Rapport gets the customers' mind off the PRICE! ?
• Find similarities between yourself and the customer. Things you have in common.?
• MAKE IT ABOUT THE CUSTOMER & not about you.
• Make it FUN! ?Don’t be a robot. ?

F.O.R.D.S. - ?This technique is meant to be incorporated into your conversations so you can ask the right questions to build trust and more meaningful connections

F - Family

O - Occupation

R - Recreation

D - Dogs/Pets

S - Sports

Examples of open-ended questions to build Relational Rapport

• What else besides this did you have planned for today?
• How long have you lived here?
• Where did you live before this?
• What are some of the differences between Nebraska and here?
• What changes have you made to the home since you moved in?
• How long have you been a Bulldogs fan?
• Who does your lawn?
• Was that pool in the backyard here when you guys moved in?
• What do you think of all that construction they’re doing on 400?
• Has this area changed a lot in the time that you’ve lived here?
• What do you do for a living?
• What kind of sports did you play in school?
• How did you get into real estate?
• I’ve always been curious about how to get into flipping houses. What’s something I need to know about when I start?
• What are some things as a new homeowner I should watch out for?

Relevant Rapport - Why Are They Getting Rid Of Their Junk?

The end-game is to find your customer’s WHY.? And what their Value Key is (TIME, SPACE or EFFORT).

Questions you can get a transparent answer from!

• What are your plans for your space once you get these items out of here?
• How soon are you actually out of here?
• When do the new items come in?
• Now that you have four extra arms here, what else do you have for us?
• With that eyesore out the way, what do you plan on doing with the area?
• What type of project are we working on today?
• These were the items I had in my job notes, what's the story behind them?
• We have finished about half of the project. I would say we will be done in 10 minutes.
• What are we looking to accomplish today?

Next Article - The Customer’s WHY and their Value Keys TIME, SPACE or EFFORT.

?? - With over 10 years of experience in the junk removal industry, you can trust Survivor Junk Removal to get the job done right. Our team of professionals has the knowledge and expertise to handle even the toughest jobs.

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