5 Tips for building rapport with your customers.
The first meeting with a new customer is always filled with a mix of interest and apprehension, experienced by both parties. This first meeting sets the tone for your future relationship and lays the groundwork for a successful partnership.
So, despite the trepidation, it's also a moment of great potential!
1: Build a connection with your customers and allow them to do the same with you
Initially, the first part of your meeting will involve handling paperwork including your service agreement. After that allow some time to find out more about your customer’s daily routine, their day to day and how their disability affects their life.
It’s also a good time to be inquisitive. Searching out common interests and experiences can be the start of building rapport. For example, if your customer is a keen gardener and you share the same passion, take the opportunity to ask for a garden tour. Taking an interest can build a basis for aligning yourself with them, and that helps them to be more connected to you.
2: Honesty and openness
Be clear and honest about your responsibilities and capabilities. Building trust with your customers is key, so refrain from making false promises or over-committing. It's also helpful to admit when you don't have all the answers but assure them that you'll make every effort to find the information they need.
3: Personalise their care
To better understand your customer's preferences, it's essential to ask them questions. Implementing a dedicated format, like an internal care plan, can help maintain accurate data. Here are some key areas to cover during the discussion:
Communication Preferences: Inquire about how they prefer to be contacted.
Assistance Frequency: Discuss their required level of assistance, including budget considerations and the number of funded hours.
Technology Proficiency: Understand their comfort level with technology, as this may impact their allocated funding and the delivery of services, possibly requiring more home visits.
Existing Services: Determine what services they already have in place.
Sharing Information: Find out whom they are comfortable sharing information
with, such as family members.
Future Needs: Discuss their anticipated needs for the future.
Plan Evaluation: Assess how their current plan is progressing and if there are any shortfalls.
4: Listening
Your customer may have had previous coordinators or support before you, which means they might have to repeat information and experiences they've shared before. This can be stressful for them. To support them effectively, you can use attending behaviours (active listening skills) which include:
Visual eye contact: Paying attention and not being distracted, making the customer feel seen and acknowledged.
Vocal quality: Using a soothing tone of voice to create a calming and supportive atmosphere.
Verbal tracking: Paraphrasing the information they provide to confirm that you are actively listening and understanding what they are saying.
Body language: Demonstrating openness and relaxation, avoiding crossed arms or other closed-off postures.
By employing these examples, you show your customers that you genuinely care about what they have to say and that you are fully engaged in the conversation.
5: Treat your customer with empathy and respect.
When listening to customers, try to understand their needs and concerns. Often, people just want to feel acknowledged and heard.
Ask questions with genuine curiosity to learn more about their situation.
Be fully present and attentive during interactions with customers.
Avoid letting your personal biases influence your responses or make judgments.
Refrain from giving unsolicited advice, it’s not your life.
Building a solid foundation, from the first meeting with your customers brings about rewards of customer connection and good relationships which can give your business the edge.
The Lama Care Team
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