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How to Quickly Establish Rapport with Clients

March 21 2019

chime establish rapport clientsClear communication is one of the keys to a successful agent-client relationship, but that doesn't mean simply keeping in contact with your clients on a regular basis. True communication takes into account the unspoken messages that pass between you and your client.

Communication is key for real estate success.

When was the last time you paid attention to what your client's body language, mannerisms, and tone were "telling" you?

Most commonly known in the interpersonal communication field as "Mirroring and Matching Techniques," these behaviors have been studied since the 1970s and, when used correctly, have been shown to help individuals quickly establish rapport and trust.

Mirroring involves mimicking the mannerisms and behaviors of another person, such as nodding your head when the client nods their head. Matching refers to matching a client's energy level, cadence or tone of voice.

Next time you have a client meeting, test out some of these techniques for yourself and see how they work!

Physiology

Take in the physiological clues that a client shows you with the same weight that you take in their words. If your client leans forward when engaging with you, also lean forward. If they speak with their hands, use gestures when you respond. Keep an eye on their facial expressions—some experts will even go so far as to match a client's blink rate!

Speaking

How does your client speak? Pay attention to the rate and cadence at which they speak and try to match it when appropriate.

Also, take into account the volume of their voice. Are they loud and boisterous or shy and withdrawn? Match their level to make them more comfortable. Employing slight variations in the pitch of your voice can also help keep a client tuned into what you are saying, particularly if the subject matter is dry.

If you are on the phone where it's hard to gauge the non-verbal clues a client is sending you, adding a smile to your face will automatically brighten your voice and can serve to re-engage them should they seem distant.

Wording

Along with pitch, tone, and speed, paying attention to the specific words a client uses is a surefire way to build trust quickly.

Note not only the words but the grammar that a client uses and meet them at their level. You can also reinforce that you are listening to your clients by repeating their phrases back to them. For example, if a client repeatedly says that they "aren't in a hurry to buy," you can rephrase that as part of your reply. "I understand that you aren't in a hurry to buy right now, but..."

Respectful use of mirroring and matching can make a client feel more connected and attuned to you. Taking the extra time to notice these subtle markers will also help you more quickly notice if a client has become distracted or disengaged.

To view the original article, visit the Chime Technologies blog.