What is Rapport?
Rapport is a process of
connecting with people
and building a sustaining relationship of mutual
trust, harmony and understanding. It
is essentially meeting individuals in their model of the world. This happens through matching the accessing
cues from words, eye movements and
Rapport is the ability to be on the same wavelength and to connect mentally
and emotionally. It is the ability to join people where they are in order to
build a climate of trust and respect.
Having rapport does not mean that you
have to agree, but that you understand where the other person or people are
Rapport – the Key to
Rapport is achieved when two people can see the
other person's viewpoint, appreciate each other's feelings, and be on the
same wavelength. We all have different
maps of reality – ways in
perceive the world – and "we can only really trust people who look
at the world the way we do.
If we feel understood, we give people our trust
and open up to them more easily."2 Taking the other person's
perceptual position will help
you achieve rapport and
Rapport – the Key to
Rapport is the key to
influence. It starts with acceptance
of the other person's point of view, their state and their
style of communication.
To influence you have to be able to appreciate and understand the other
And these work both ways:
I cannot influence you without being open to influence myself.
Rapport as a
"Egotist is a
person who is more interested in himself than in me."
"Rapport works best when it is a
philosophy – a way of dealing with people and a way of doing business at all
times – in contrast to doing rapport as a technique in a sales meeting or
when there is
Having rapport as a foundation for the
relationship means that when there are
issues to discuss, you already have a culture in place that makes it easier
to talk them through and thus to prevent issues from developing into
complaints, objections or
"To create rapport, it is important to
mirror, match, and pace the person or persons with whom you are
In order to do so, it is important for you to open your sensory channels.
You can train yourself to build and refine this operational skill. Opening
your sensory channels "provides you with the ability to see, hear, and sense
external changes (minimal cues, both verbal and nonverbal) presented by
individuals with whom you are
communicating. This is the first step to eliminating an internal
response and mind reading."3
Loving Customer Relationships
Show your existing customers more loving if you
want them to love you back. Think beyond mere
customer service or
customer retention to generate greater benefits.
Strive to delight your customers throughout the entire relationship journey,
love your customers to get them to love you...