Let a "Mirror" Help You Build Rapport

Here's an effective but often overlooked technique that can help you build rapport:

Building rapport is essential for ongoing customer relations. We want to build trust in ourselves and in our company and products. Traditionally, rapport building is done with some small talk. However, I’m not a big fan of small talk with someone you don’t already have a relationship with. Some sales reps can seem overly friendly and it backfires. It can actually lead your prospect to distrust you. People tend to think, “Why is this person calling me? I don’t know them.” They’re already thinking about ways to get rid of you.

The best ways to rapport is by having a professional manner, being helpful not pushy, being conscious of the time constraints of the customer.

We can also build rapport using a simple technique called “mirroring”. People are most comfortable with others they perceive to be similar to themselves. In person, we do this through body language. Have you ever noticed in some situations two people are mirroring their body language? Often this is unconscious – but many sales people do this consciously as well. When you are speaking on the phone with someone, you can make a conscious effort to mirror as well. How do you do this? After all, they can’t see you. The answer is in your voice.

We want to subtly but not explicitly imitate the vocal qualities of the person we’re speaking with. Generally speaking almost any element of your voice can be “mirrored”. If the customer speaks quickly, speed up your voice to match. If they speak slowly, slow down. Some people will suggest you also try to match their regional accents, however, I don’t recommend doing that. You need to have a really good ear to pull it off. “Mirroring” an accent can sound like an affectation or worse. People may think you’re making fun of them. That’s no way to build a relationship.

You may also notice yourself mirroring vocal patterns. That's good, too. Mirroring some one's vocal preferences will help them feel more comfortable with you. They won't consciously think "why?" but it will put them more at ease.  That ease can help build trust - which translates into all sorts of good outcomes - for both you and your prospect or customer.