5 easy ways to instantly connect with customers
Miscellaneous / / April 03, 2023
Repetition is the mother of learning and also the father of strong business relationships.
It can take a long time to establish a trusting and respectful relationship with a client. After all, making contact with the person you just met can be difficult. But in fact, this process can be much faster and easier than it seems. First of all, the client wants to be heard and understood what he is talking about. Therefore, the best way to find a common language and come to an understanding is to repeat after him. This can be done in several ways.
1. "Mirror" words
This trick is where you extract a few keywords from the customer's responses and then use them in your response. For example, a client wants to expand his business and says: “I think we are standing still and it is time for us to explore the markets in other cities. I heard that in Kazan and Yekaterinburg have good prospects.” You answer: “Yes, I heard the same thing about Kazan and Yekaterinburg. If the business is at a standstill, it is worth exploring what opportunities can be found there, and start by opening branches in these cities.”
Research showthat such a simple tactic works. Dutch psychologists tested this method in a restaurant environment. Waiters who repeated orders to customers before sending them to the kitchen received almost twice as much tips on average.
When you "reflect" the needs of the client, you show that you are on the same wavelength with him and understand what he wants.
2. Paraphrase lines
The mirroring technique is great for short conversations, but the longer the conversation, the more noticeable that you are repeating everything the client says. Paraphrasing helps in this situation. This method is similar to mirroring, except that you retell the main ideas of the client in your own words.
The trick works best when you rephrase statements into questions. For example, a customer says, "I don't want to spend too much money on equipment, but I want it to last a long time." You answer: “I understand correctly that you need good quality equipment at a reasonable price?”. This will show that you are taking an active part in the conversation, but do not formulate the client's wishes for him, but emphasize that his opinion is valued.
3. Consider customer emotions
If the client is angry or frustrated, your first reaction may be to want to get him out of this state. After all, no one wants to deal with angry people; everyone dreams of happy and satisfied customers.
Nevertheless, you should not radically influence the feelings of the client and try to direct them in the direction you need. This may characterize you as a heartless person who lacks empathy. If you're seeking rapport, it's important to recognize the other person's emotions, acknowledge them, and treat them with respect.
4. Accept the client for who they are
This means that you consciously seek to bridge the gap between your own expectations and the reality from which the client comes. You are truly present in the moment and actively listening another person to understand their values and needs. A casual conversation will give you all you need if you have the patience to simply observe the client's behavior and body language.
It's important to remain delicate. If you put pressure on a person and forbid him to experience certain emotions, he may be offended and move away. Therefore, try to accept the client as he is. If he is happy, rejoice with him. If he is angry, let him be a little angry and show that you understand why he feels this way. This will help establish closer contact.
5. Look for the cause of the client's emotions
It is important to understand what triggered a particular behavior. If you see a person for the first time, and he is already angry - most likely, you are not the cause of his anger. Perhaps he is worried because of the problem that he came to solve with you, or he was simply looking for a parking space for too long. Talk to him openly and without judgment. It is possible that he himself will tell you everything, or at least give you a hint, what is the matter.
Once you figure out what emotions the client is experiencing, you need to acknowledge them. Show you care and show that you care. But be careful: some phrases are best avoided. Saying "I'm sorry you're angry" or "I'm sorry you feel this way" is like saying "I'm sorry you were offended" after a fight. Thus, you shift the responsibility from yourself to another person. Therefore, it is better to choose other formulations. For example: "I'm sorry this happened to you" or "I understand why you're upset."
The next step after the client has experienced the peak of their emotions is to deal with their cause. If he's upset about something your company did, ask how you can fix the mistake. If it's about the problem he came to you with, show the way to solve it. If it's something out of your control, like something personal, offer what you can: a glass of water, words of encouragement, or a moment to catch your breath.
A trusting relationship with a client opens many doors. You will not only successfully complete one transaction, but also lay the foundation for a long-term cooperation. Perhaps this client will recommend you to friends as a good specialist who can be relied upon. You will spend not so much energy to show that you understand and empathize with your customers, but you will get a very big benefit.
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