10 Rapport-Building Practices for Contractors| CorkCRM

build a rapport and relationship with customers and clients of your painting contractor business It's no secret that attracting and maintaining business requires great people skills. Sure, it's important for you to be knowledgeable in your trade. But in the end, if you don't know how to build a trusting relationship with your customers, your company isn't going to make it very far. The most successful contractors are those who are able to form a sincere connection with their clientele, such that the clients would never think of choosing anyone else for their business needs.

And that's the dream, isn't it? Read on for some tips on developing better rapport with your clients.

Look professional.
First impressions can have a huge impact on the way people feel about one another, and, in most cases, the first thing we notice about a person is their appearance. Are they making an effort to be presentable, or do they look like they just rolled out of bed? Are they dressed appropriately for the occasion? Although the common adage advises otherwise, we very often judge a book by its cover. Make sure you look like someone your client can trust to do a great job.

Break the ice.
Smile. Introduce yourself. Offer a firm handshake. Start things off by showing that you're ready to engage with the customer. Unless the client indicates that they're short on time or aren't interested in chit-chatting, spend some time making friendly conversation before you delve into business matters.

Ask open questions
Give the client a chance to tell you about themselves by asking open questions that solicit more than a yes/no answer. These call for more conversation and allow for a deeper understanding of the other person's life, personality, and perspective.

Some examples:

"How's the weather been?"
"Did you do anything fun over the weekend?"
"What do/did you do for a living?"
"Do you have children? Tell me about them."
"What are some of your hobbies?"

Find common ground.
If possible, look for something that you and your client have in common. Maybe you both love playing tennis, or you've both travelled to a certain vacation spot. By asking open questions, you stand a better chance of discovering mutual interests, which will significantly strengthen the client-contractor relationship.

Be polite.
Engage in conversation, but don’t pry. Showing respect should be one of your top priorities – after all, this person is likely paying a lot of money for your services, and their business means a lot to you and your company. Use your manners. Say please and thank you, utilize proper language, and avoid monopolizing the conversation.

Make eye contact.
Show you're interested in what your client is saying by maintaining eye contact during conversations. We're not saying you should stare them down – it's alright to blink! But if you're looking everywhere but their face when they're speaking, you're sending the signal that you (a) aren't fully involved in the dialogue or (b) aren't totally comfortable with the client. Both of these messages can damage the rapport you have with your customers.

Give nonverbal encouragement.
Actions may or may not speak louder than words, but there's no doubt that they have something to say. Demonstrate that you're engaged and at-ease by giving essential verbal cues. These include smiling, making responsive sounds and gestures, and keeping your body open and turned toward the client, with your arms uncrossed and your posture relaxed. It's also helpful to use "mirroring" – that is, consciously but subtly reflecting the client's demeanor, tonality, and speaking tempo. Using this method takes discipline, but, if done correctly, it can enhance rapport considerably.

Listen actively.
Aside from making eye contact and using nonverbals, being a good listener means giving the other person a chance to speak and be heard, as well as responding appropriately. Ensure that you're focused and attentive whenever the client is speaking, and avoid interrupting, even if you feel you have something urgent to add. Reflect on what they've said before giving your reply. Above all, the customer should feel as though you're treating their thoughts and opinions with careful consideration.

Have a sense of humor.
Unless you're dealing with a serious situation (or a very serious customer), a bit of humor can remove some of the formality and make the arrangement feel less like a business deal and more like a conversation between friends. If you see the opportunity to make a joke, jump on it, but be cautious. Read the room, and certainly don’t say anything you wouldn't utter in front of your ninety-year-old grandmother.

Treat their problems as your problems.
Ultimately, your client may experience issues with the job, your team, or something in their personal lives. If they speak with you about it, it's important that you respond as if you yourself were affected by the incident. Be empathetic rather than sympathetic. This will really get the point across that you are there for the customer, and that their concerns are your concerns, too.