LL - TSM Rapport Building Strategies

*From TSM team meeting 6/10/2022

What can we say when someone doesn’t give us anything beyond a “good” when we ask how their day is going? Here are a few suggestions.

“That’s wonderful to hear, I hope it continues to go well and that you get the chance to do something you enjoy today”

“I’m glad it’s going good, and I hope I can help make it even better once I’ve taken care of this for you”

“I’m in Minnesota and the weather is terrible, how are things going for you weather wise?”

“I hope next weekend is great instead of just good”

Depending on their mood, we could also ask additional questions like: 

“That’s great to hear! Do you have anything fun planned for this weekend?”

If you ask “How is your day going? And get a response - take it from there and relate to what you can - 

They say: I had a busy day 

Me: I appreciate that you found some time to give me a call, and I hope the rest of your day is better. 

Are there any Previous Conversations? Start by searching helpscout for their email address. If you click on any you find, you’ll see a preview of the conversation. Is your name in there? 

“It’s so great to help you again, Bob! I don’t know if you remember talking to me X long ago?” 

No previous conversations with them? Finding it awkward to start a side conversation with them? Be your own hype man! 

“It was great to help you today, Bob! I’m so glad you reached out today so I could be the one to assist you. I’d love to get the chance to do so again in the future if you ever need anything! My teammates would also take great care of you, but in case you wanted my help again, you can always ask for me!”

cc:https://docs.google.com/document/d/1btVyWeOmBvS37hnEEGkKcJkQGfiuPCHgu0ul96i0Mmo/edit?usp=share_link