Story 1: The worried spouse called the gambler’s hotline because she was afraid her husband had a gambling problem. He had been spending lots of money on it, staying out later and later. When the hotline representative answered the call, the representative was calm and empathetic about the situation. She asked appropriate questions and gave the wife time to explain her situation. The caller was comfortable with the advice being offered and ended the call with some clear next steps, resources available, and someone she could trust to call again. She eventually utilized their resources.
Story 2: The nurse at the primary care clinic met Fred – a new patient that had switched clinics because of insurance purposes. The nurse wasn’t rude, but she didn’t smile, didn’t introduce herself, and never used the patient’s name after calling Fred in from the waiting room. She spent the entire time in the exam looking at her computer. When the doctor entered the room to meet Fred for the first time, there wasn’t necessarily tension, but there was a reserved, guarded, impersonal feel to the conversation. Fred considered finding another doctor.
Story 3: Marie needed to buy a new car, and she knew that her credit union had an auto buying service. The people at the credit union had always been friendly and she trusted them, so she decided to give it a shot. After a call and several e-mails, she noticed that no matter to whom she spoke, they were always responsive and consistently pleasant – almost happy! They gave her many details, explained processes, provided links to specific sites on the web, and were patient with Marie’s questions. She bought the car through their service.
These are three stories that had some success (Stories 1 and 3) and a probable fail (Story 2). These are all stories about the need to establish rapport. Maybe the quality of the services in Story 1, the physician’s skills in Story 2, or the auto purchase terms in Story 3 were no better or worse than the alternatives that could be considered, but the decisions to move forward with those businesses were made largely on the rapport that the employees established.
Rapport can lead to credibility, comfort, confidence, and – in the end – a decision to do business with an organization (or not).
Build rapport to build your business.
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