Trust builds rapport.  Rapports builds relationships.  Relationships = long-term customers.  Let's walk through how we can maximize trust and rapport so we can create memorable customer interactions and lasting partnerships...

Trust is like an icicle- once it melts, it’s gone. Simple ways to gain your customer's trust:

• Ensure that your voice tone and body language is consistent with your words. Otherwise, your words will be of little significance.
• Actively engage with, and pay attention to, him/her when he/she is speaking.
• Do not interrupt.
• Allow him/herto speak.
• Give good eye contact.
• Give feedback to his/her statements, needs, and questions.
• Know your facts and figures, and speak to them honestly.
• Show that you are interested in his/her's well being.
• Do what you say that you are going to do.

With trust being established, you are building a rapport with your customer.  Now, make a sincere connection; you need to understand your customer and give him/her great service.  Make your customer feel special by giving your undivided time and attention.  It's not all about getting to know your customer on a friendly or personal level, although learning birthdays and sending cards presents a great opportunity for you to "wow" him/her.  Rapport can be built through embracing some basic behaviors, such as:

• Use the customer's name in the conversation.
• Ask open-ended questions to learn more.
• Personalize the dialogue with what you know or have learned.
• Build on the customer's ideas, thoughts, and stated needs.
• Be genuine and give genuine compliments.
• Show your personality.
• Be open and friendly.

If the customer conversation presents the opportunity for you to dive deeper, to get to know him/her better, do it!  Ask more questions and find a link- something you both like, know about, and have in common.  Rapport gets deeper when there is a link.