Building rapport with customers is essential for fostering trust, loyalty, and long-term relationships. However, even with the best intentions, some missteps can create barriers rather than connections. Here are some common mistakes to avoid when building rapport with customers—and how to get it right.
1. Being Too Scripted
Nobody likes a robotic conversation. While it’s helpful to have a framework for customer interactions, sounding too rehearsed can make you come across as insincere. Instead, adapt your approach based on the conversation and let your natural personality shine through.
2. Talking Too Much
Rapport-building isn’t just about what you say—it’s about how well you listen. If you dominate the conversation, you might miss out on important customer insights. Focus on active listening, ask open-ended questions, and show genuine interest in their needs.
3. Using Excessive Jargon
Industry-specific terms might be second nature to you, but they can confuse or alienate customers. Keep your language simple and clear. If you must use technical terms, explain them in an easy-to-understand way.
4. Over-Personalizing the Conversation
While getting to know your customer is important, oversharing or asking overly personal questions can feel intrusive. Keep small talk light and professional, and let the customer set the boundaries for how much they want to share.
5. Ignoring Non-Verbal Cues
Body language and tone of voice are just as important as words. If a customer seems disengaged, distracted, or uncomfortable, adjust your approach. Likewise, being overly enthusiastic might be overwhelming for some customers—match their energy appropriately.
6. Failing to Follow Up
Rapport isn’t built in a single conversation—it requires consistency. If you promise to follow up, make sure you do it. A lack of follow-through can make customers feel unimportant or forgotten.
7. Being Too Transactional
If every interaction feels like a sales pitch, customers may see you as someone who only cares about closing a deal rather than building a genuine relationship. Instead, focus on adding value, solving problems, and being a trusted resource.
8. Misjudging Humor
Humor can be a great way to build rapport, but it can also backfire if not used appropriately. Jokes that are too personal, culturally insensitive, or misaligned with the customer’s personality can create discomfort. Keep humor light and positive, and be mindful of how the customer responds before continuing.
9. Not Matching the Customer’s Communication Style
Some customers prefer direct, to-the-point communication, while others appreciate a more conversational approach. Pay attention to their tone and style—whether they’re formal, casual, detail-oriented, or brief—and adapt your communication to match. This helps create a smoother and more comfortable interaction.
Final Thoughts
Building rapport with customers is about making them feel heard, valued, and comfortable. By avoiding these common mistakes, you can foster stronger connections that lead to lasting relationships and customer loyalty.
What rapport-building strategies have worked well for you? Share your thoughts in the comments!
LYVIX 