Body Language - Conveying Trust With Your Customer

Trust is taking rapport to the next level. When you do your job establishing rapport, trust happens naturally. The difference is that rapport can be created in moments, while trust takes a longer period of time to develop without the use of words.

The important thing to remember is that for your body language to generate trust, it must be consistent with the behaviors you use to build rapport.

The components of trust-building behavior are similar to those used to build rapport, but with slightly different nuances. You will use mirroring, listening, and reciprocating body language, but you must also incorporate confidentiality, respect, and support.

When your client offers sensitive information, you must adopt a posture and facial expression that says, "I understand this information is confidential." Lean forward and concentrate intently on the speaker's face.

You can indicate respect by allowing your customer an appropriate amount of space, physically and vocally.

You must give them the floor to speak their mind, and appreciate their differences, even if you disagree.

Body language that indicates your supportiveness includes moving in to a closer proximity, and sometimes a light touch on the shoulder or arm. Do not try this in the first five seconds! Support is displayed only after you have developed a comfortable relationship with the customer.

Trust takes a long time to develop, but it can be destroyed very quickly. In a romantic relationship, for example, one wrong action can destroy trust that took years to establish. In a business relationship, you can lose your customer's support if you fail to fulfill a commitment, or are inconsistent.

Inconsistency in body language is especially detrimental. If your body language does not derive from a place of genuine concern for your client's needs, it will appear forced and rehearsed. Forced body language appears erratic, and the sudden and frequent shifts will unsettle your customer.

Always remember to be consistent, and keep your client's best interests in mind.