Improve Customer Rapport with Improv!

As we look for ways to improve our rapport with customers, clients and prospects let's cast our gaze to improv - improvisational behavior popularized by those whacky folks seen in drama classes, theatre troupes, on the entertaining television show Whose Line Is It Anyway?

It might surprise you to learn that even in something as spontaneous as Improvisation there are rules at play. Three in particular have direct relevance to our customer and client interactions.

Make Your Partner Look Good. Improv is a collaborative effort. So too are customer relationships. You are partners with your clients, customers and prospects on projects, contracts, campaigns, programs and special events. When you help customers get what they want, you get what you want. Always ask yourself how can you help them look good, excel and succeed. When Improv games work most effectively each partner's actions help the other look good. As a sales and service professional your work shouldn't just be about making yourself look good. First, help your clients look good and you'll shine in the process.

Be Spontaneous. So often we are bound by rules and regulations, restrictions and proscriptions. Sometimes we're so bogged down we can't respond to the issue at hand. There are times our colleagues and customers expect and deserve our abilities to think and act on our feet in a spontaneous manner. In a world where we are quick to champion an "adapt or die" philosophy we must not forget the ability to be spontaneous, making decisions by feel and impulsively as the case may call for. Be ready, willing and able to eschew guidelines and apply creativity to solve problems and your clients succeed. Give yourself permission to be spontaneous and admire the results.