Building Rapport With Clients

Ever noticed how saree shops don’t start with sarees? You walk in. The salesperson barely asks what you are looking for. Yet a chair appears out of nowhere…and before you even settle in, someone places a hot cup of tea in your hand. I used to think this was “good hospitality.” It’s actually brilliant business. Because the moment you sit down, sip tea, and relax… you stop being a hurried customer. You become a guest. And guests don’t browse. Guests stay, explore and trust - which is what the shopkeepers want. Hospitals call it “patient experience.” Startups call it “user onboarding.” Luxury brands call it “client delight.” But Indian saree shops figured this out decades ago. Lower resistance before selling. Let comfort do the conversion. It’s the same principle every business can use: Before asking for attention, create ease. Before asking for money, build comfort. Before selling, make people feel welcome. A cup of tea isn’t a beverage. It’s a strategy.

The best negotiator I know is completely silent 70% of the time. Last year she closed $400M in deals saying almost nothing. In high-stakes negotiations, the person who truly understands human psychology wins. Not the loudest voice. Not the biggest title. The one who reads the room. FBI negotiator Chris Voss spent decades getting terrorists to release hostages. Now he teaches business leaders the same principles. And here's what surprised me most: These aren't secret tactics. They're learnable skills. Anyone can become a skilled negotiator. You just need to understand how humans actually make decisions. These 7 techniques are a great starting point. They've worked in life-or-death situations and multi-billion-dollar deals. 1. Strategic Silence teaches patience. Most of us rush to fill quiet moments. But silence creates space for better offers. Practice counting to 10 before responding. It feels eternal. It works. 2. "How" over "Why" shifts dynamics. One word change. Completely different conversation. Try it in your next meeting. Watch defensiveness disappear. 3. Addressing Fears builds trust fast. Name what they're worried about before they do. It shows you understand their position, not just your own. 4. Mirroring is almost unconscious. Repeat their words. They elaborate without realizing it. Simple technique. Profound results. 5. Getting to "No" seems counterintuitive. But "no" creates boundaries. Boundaries create honest dialogue. Real deals happen after "no," not before. 6. Confirming Concerns creates momentum. Summarize their position accurately. They feel heard. Feeling heard leads to flexibility. 7. Listing Objections removes their power. Say their doubts out loud first. They can't weaponize what you've already acknowledged. Every CEO needs this skill. Every leader benefits from understanding it. Every professional can learn it. The question isn't whether you need these skills. It's when you'll start developing them. P.S. Want a PDF of my Negotiation Skills Cheat Sheet? Get it free: https://lnkd.in/dDxE5v3B ♻️ Repost to help a leader in your network. Follow Eric Partaker for more negotiation insights.

Lately I have noticed a few patterns during interviews. Here are the two that stand out: Poor attitude and scripted answers. Here Are 10 Ways I’d Prepare to Not Just Get Through the Interview Loop—But Stand Out: 1. Do your research. Know the company’s mission, recent news, and products. Understand the role and how your experience connects to it. If you know your interviewers’ names, look them up on LinkedIn. If there’s a shared interest or experience, bring it up early to build rapport. Interviews are conversations—starting with curiosity sets the tone. 2. Practice with intention. Amazon interviews (like many others) go beyond the basics. It’s not just “Tell me about a project.” They’re looking for: • Did you own it? • Did you think ahead? • Did you drive real outcomes? Build a story bank: • 3 strong projects • 1 launch • 1 blocker you overcame • 1 failure you learned from Each story should reflect clear ownership and align with the company’s leadership principles or values. 3. Go deep, not wide. Choose stories that show real depth. • What decisions did you make? • What tradeoffs did you weigh? • What metrics did you move? If you didn’t drive the outcome, don’t use the example. 4. Use the XYZ format. Frame accomplishments like this: “Did X in Y time, which resulted in Z.” Example: Launched a new internal tool in 6 weeks, saving 15 hours/week for the support team. 5. Use “I” statements. Unless the question is about collaboration or team dynamics, focus on your individual contributions. Use action verbs like “I optimized,” “I led,” “I implemented.” 6. Prepare for follow-ups. Practice high-pressure questions. Ask clarifying questions before you respond to make sure you fully understand. Example: “Tell me about a time you got pushback from leadership.” Interviewers want to see how you stay composed under pressure. 7. Use the STAR(T) method. Structure answers clearly: • Situation • Task • Action • Result • Takeaway This helps you communicate clearly and keep your answers on track. 8. Mirror your interviewer. Pay attention to your interviewer’s tone, pace, and energy. Some are direct and fast-paced, others are more conversational. Adjust your communication style to match theirs and build connection. 9. Be respectful, always. Kindness, curiosity, and professionalism go a long way. Don’t try to prove you’re the smartest person in the room. Focus on being the most thoughtful. 10. Interview them, too. You're not just being evaluated—you’re evaluating them. Ask smart questions to learn more about the role, team, and company culture. Avoid HR-related questions (like time off or salary) in early rounds unless prompted. Resumes get you in the door. The way you communicate, connect, and own your story—that’s what gets you the offer. Don’t aim to sound perfect. Aim to sound prepared, thoughtful, and real. What’s one thing you always do before an interview? Would love to hear how you prep.

Your biggest life advantage isn't your degree. It's knowing how to negotiate.   Most people think negotiation only happens in boardrooms. But you're negotiating every single day.   Getting your kids to bed on time. Convincing your partner where to go for dinner. Persuading your landlord to fix the heating. Talking your way out of a parking ticket. Getting a better price at the market.   Watching senior partners at my old law firm taught me something unexpected. The ones who got what they wanted weren't the loudest or most aggressive. They were the ones who understood human psychology.   🧠 They knew how people actually make decisions. 💓 How emotions drive choices more than logic. ⌛ How timing changes everything.   Now as a business founder, I use those same principles daily. With suppliers, clients, and my team.   Here are 7 techniques that work in real life:   1️⃣ Time conversations strategically ↳ Good moods make people more agreeable ↳ Never have serious talks when someone's hungry, tired, or rushing   2️⃣ Start with their concerns first ↳ Lead with what bothers them, not what you want ↳ "I know you're stressed about money, could we figure out a payment plan?"   3️⃣ Be specific, not vague ↳ Exact numbers and times sound more serious ↳ "Can you call me back by 2pm tomorrow" not "call me back soon"   4️⃣ Find something you both agree on ↳ Start with shared goals before discussing problems ↳ "We both want this to work out fairly for everyone"   5️⃣ Ask questions instead of making demands ↳ Questions get better responses than commands ↳ "What would make this work for you?" beats "You need to do this"   6️⃣ Give them options, not ultimatums ↳ People hate feeling trapped or forced ↳ Choice makes them feel in control even when you set the boundaries   7️⃣ Use silence to your advantage ↳ Stop talking after making your request ↳ People feel compelled to fill uncomfortable quiet with responses   Learning this changed how I handle every conversation.   When you understand the psychology behind decisions, everything becomes easier.   What negotiation technique has worked best for you? Let me know in the comments.   ♻️ Repost to help someone negotiate better 👉 Follow Lauren Murrell for more like this

When we remember something, we ignore most of it. Actually, we make an assessment based only on two parts of the experience - the peak and the end. This psychological phenomenon is known as the Peak-End Rule, developed by Nobel laureate Daniel Kahneman and his colleagues in a 1993 study. Here’s a breakdown: 1. The Peak: This is the most intense part of the experience, whether very good or very bad. It stands out in our memory and affects how we view the whole interaction. 2. The End: The way an experience ends can shape our memory of it. A good ending can make us forget any bad moments, while a bad ending can ruin an otherwise good experience. Why does this matter? - Communication In any interaction, like a presentation or conversation, the key moments and how it ends shape how people remember you. Start strong, but finish even stronger. - Influence Strategically create memorable moments and end positively to leave a lasting impression. This can make the difference between being remembered as just another voice and being seen as a thought leader. - Leadership Great leaders create experiences with memorable high points and positive endings. This inspires and motivates others while building trust and loyalty. - First Impressions vs. Lasting Impressions Making a good first impression is important, but the lasting impression, shaped by the peak moment and the ending - is even more crucial. - Communication Strategy When preparing for meetings or presentations, focus on both the start and the end. A strong conclusion leaves a lasting impact. How can you apply the Peak-End Rule? - Create Impactful Moments Highlight key moments in your presentations, meetings, and content. These can be powerful stories, big achievements, or emotionally engaging content. - End on a High Note End your speech, social media post, or meeting with a compelling summary, a call to action or a memorable statement. A strong ending leaves a lasting positive impression. - Follow Up After important interactions, send a personalised follow-up message. This strengthens the positive ending and keeps the memory favourable. By focusing on creating significant peak moments and ensuring our interactions end on a high note. We can make a lasting impact and elevate our personal brand. Remember, it’s not just about the first impression – it's about the lasting impression. How do you make sure every interaction leaves a lasting, positive memory?

As sellers, sometimes we try too hard to be likable. The thinking goes: If they like me, they’ll buy from me. The problem? When likability is artificially pushed, it feels manipulative. Trying too hard to be liked can make us appear needy or disingenuous, which erodes trust. Rapport is built through listening, asking thoughtful questions, and showing genuine interest in the other person’s needs. So shift from being likable to being curious. Being likable: “That’s such an amazing idea! I’ve never heard anyone say that before! You’re a genius.” Being curious: “That’s an interesting perspective. How did you arrive at that?” Being likable: “Oh, I totally agree with everything you just said!” Being curious: “You bring up some great points. What’s your theory on why that is?” Being likable: “I know exactly what you mean. Last year, I was in a similar situation when I was closing a deal, and…” (proceeds to talk about own experience to build rapport) Being curious: “It sounds like you’re dealing with a lot of complexity. How are you currently managing that situation?” No one will find you likable if you’re trying to be likable.

Having had many coffee chats recently, I’ve realized: Genuine curiosity drives the best conversations. And the way to show curiosity is by asking great questions. I believe asking great questions is the most important skill in any conversation—far more valuable than saying something clever/impressive. In fact, asking great questions is impressive in itself as it involves multiple skills: - Intellectual insight (grasping + building on context) - Emotional understanding (active listening + empathy) - Strong communication (verbal + non-verbal) So, how to ask great questions? We often ask about facts, processes, and surface-level opinions. But the goal should be to go one level deeper. What works for me is asking open-ended questions in these big five: 1. Motivation — "What inspired you to do X?" 2. Decision-making — "How/Why did you decide X?" 3. Emotions — "Are you happy with X?" 4. Challenges — "What was hardest doing X?" 5. Vision — "Where do you see this going?" It’s simple, but it must come from genuine curiosity. You really have to want to know. Be fascinated by people’s lives and stories. Combine this with deep listening, thoughtful contributions and a touch of humor - You'll connect more with almost anyone. And you'll be more memorable to them.

In business and life, the best outcomes go to the best negotiators. Most people think negotiation is about winning. It's actually about understanding. What separates good deals from great ones? It's not aggression. It's not manipulation. It's not who talks loudest. It comes down to mastering the human side of the exchange. Here's the path that works: 1. Prepare Like You Mean It Research goes beyond Google. Understand their pressures, their goals, their challenges. Knowledge becomes helpful when used with care. 2. Open With Real Connection Forget the power plays. Start with curiosity and respect. The tone you set in the first 5 minutes shapes everything that follows. 3. Explore What's Underneath People fight for positions. But they negotiate for reasons. "I need a better price" might really mean "My boss needs to see I'm adding value." Find the why behind the what. 4. Trade Value, Create Value The best deals aren't zero-sum. Look for ways both sides can win. Sometimes what costs you little means everything to them. 5. Close With Total Clarity Handshakes aren't contracts. Document what you agreed to. Confirm next steps before you leave. Ambiguity kills more deals than disagreement. The biggest mistake I see leaders make? They negotiate like it's combat. But the best outcomes come from collaboration. When you're across the table, remember: 👂 Listen more than you speak ❓ Ask "Help me understand..." when stuck ⏸️ Take breaks when emotions rise 👟 Know your walk-away point before you sit down Your style matters too. Sometimes you need to compete. Sometimes you need to accommodate. The magic is knowing when to shift. Success isn’t given. It’s negotiated. But how you negotiate determines whether you build bridges or burn them. Choose wisely. 📌 Save this for your next negotiation. ♻️ Repost if this helps you (or someone on your team) negotiate. 👉 Follow Desiree Gruber for more tools on storytelling, leadership, and brand building.

Most leaders stop asking questions once they reach the top. But that is exactly when it matters most. Of all the traits I have tried to build over 40 years in business, curiosity is one of the most important. I have met founders with brilliant ideas who stopped growing the moment their business started succeeding. They got comfortable. They stopped reading and asking questions. They assumed that reaching a certain level meant they had figured it out. But the ones who build businesses that last never make that assumption. They treat every conversation and person as a source of information. That mindset is not something you are simply born with. It is something you have to work at, quite deliberately. When I think about the nine steps I used to build HomeServe into a £4.1bn business, the last one is the one I come back to most. It's called "Hone Your Character." And curiosity sits at the heart of it. Here is how to build that habit into your leadership: 1. Get a coach and a mentor. A coach helps you think more clearly. A mentor has been where you are trying to go. I wish I had found both sooner. 2. Have one learning conversation a week with someone outside your senior circle. It might be a customer service manager, an engineer, or someone on the frontline. Ask them what is not working. Then listen properly. 3. Read constantly. A bad week for me is one where I have not learned anything new. Books, articles, conversations, it does not matter. Curiosity has to be fed, or it wanes. 4. When you do not know something, say so. The moment I started telling my team I did not have all the answers, they stepped up. 5. Ask for feedback on yourself, regularly and seriously. I was told, as a chairman, that I should hold back my opinions and let others speak first. That was uncomfortable to do at first, but it was also completely right. The best businesses I have seen are led by people who are still learning at the same rate as their business is growing. That is not a coincidence. For more on honing your character and the other eight steps I used to build a billion-pound business, subscribe to my weekly newsletter, How to Make a Billion. Subscribe here: https://lnkd.in/ergDQtiK Comment below with one way that you stay curious as a business owner or leader.  And repost to share this lesson with your network. 

Most people think negotiation is about talking louder. Or pushing harder. That’s why they lose. The FBI sees negotiation differently: It’s controlled psychology, not pressure. Here are the 7 negotiation secrets FBI negotiators use (and you can too): 1. Mirroring → Repeat the last 1–3 words they say. → It builds trust, lowers defenses, and makes people reveal more. 2. Call It Out → Name the emotion you notice. → Once emotions are acknowledged, tension drops fast. 3. Tactical Empathy → State their feelings — even if you disagree. → People stop fighting when they feel understood. 4. The “That’s Right” Trigger → Summarize their position so well they say: “That’s right.” → That’s when real agreement starts. 5. Illusion of Control → Ask “How” and “What” instead of “Why.” → They feel in charge while moving where you want them. 6. Black Swan → Look for hidden information or unexpected leverage. → One unknown detail can completely change the negotiation. 7. Ackerman Method → Offer in steps: 65% → 85% → 95% → 100%. → Looks like concession, but keeps you in control. This isn’t theory. It’s what elite negotiators use every day. 💬 Which of these would be most useful in real life? — Natan Mohart