Building Rapport to Sustain your Service-Based Business


Who needs to do this?

Anyone in a service-based business will benefit from learning how to build rapport with a variety of clients. Doctors, lawyers, servers, therapists, event planners etc. all have much to gain from building rapport with clients.


Why build rapport?

I have used this trifecta as a restaurant server to adapt to my customers and have now perfected this method as a behavioral therapist. I have clients that feel comfortable with me, trust me, and are much more open to what I have to say as a professional. All of this is just plain good for being able to do my job and for my business. When you build rapport, the right way, your job is easier and you will be that client’s go-to person.

You need to build rapport to preserve your client base. What is an use of an influx of clients if you can’t keep them or have them come back to you. That is what will keep you sustained through the tough times. For instance, a very popular seafood restaurant is bustling with their never-ending shrimp special and the money for everyone is great. However, what about when people are too pre-occupied shopping and cooking festive meals for holidays. Those servers that built the rapport will come back to the restaurant and ask for that server. That server will be guaranteed that business.

Lastly, you will save on marketing dollars because most of your business will come from repeat business. I have seen, first hand, a business that shells out plenty of dollars and energy on marketing because they lacked repeat business. Their lack of repeat business could be attributed to not being able to efficiently build rapport.


Building rapport is a simple trifecta veiled with customer service and accomplished with listening at its root. Every customer wants 3 things out of their experience and it is your job to figure out what is their ratio. That is the only thing that is different between people. Everyone is looking for a good experience but what is good is subjective to everyone. That subjectivity is where people fail. Insert the salesperson [everyone is a salesperson in some way] who tries to get to know every single person that walks into the door as their way of building rapport. That doesn’t work with everyone. That salesperson is lacking the other two components of a “Good experience ratio” and/or the ability to differentiate.

What is is?