How do you go about establishing rapport and improve relations with your customers?

1. use their names and take a personal interest in them as people rather than customers (i.e. ask about their recent vacation, their kids, the remodeling project at their house that they talked about last time) 2. take ownership of any issues rather than passing the buck 3. adjust your style to theirs 4. understand their needs and fulfill them 5. always try to see things from their view 6. give them your undivided attention - make them feel important, heard, and understood