From the course: Building Rapport with Customers

Build rapport in six seconds or less

From the course: Building Rapport with Customers

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Build rapport 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 great news is it's really easy to start a customer interaction in a positive and memorable way. Here are three things you can do within the first few seconds of an interaction to create rapport and lay the foundation for an exceptional customer experience. First talk with enthusiasm. Think of how you'd act if you were opening your front door to greet guests at your house, you'd be friendly and energetic. This energy would be present from the first ring of the doorbell to the last guest. Be a great host to your customers by talking with energy and enthusiasm. Second, use the customer's name. This is the easiest way for you to create rapport. When you have your customer's name and you use their name, you personalize the interaction and you sound friendly. So don't say ma'am or sir, when you can call your customer by name. Third, use ahs and mhmms to let the customer know you're listening, show customers you're interested in what they're saying by interjecting these verbal cues as they talk. So often employees listen to customers silently, and that can make the customer feel you aren't fully engaged. Engage your customers with warm ahs and mhmms and your interest will be unmistakable. If you weeks ago, I checked into a hotel in Denver. When I walked toward the desk for check-in, the employee faced me squarely smiled, and she gave me a welcome that felt like I was coming home to family. She made a fantastic first impression and it only took a few seconds, you can too. Just remember to apply these three simple tips.

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