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Body language reveals our deepest feelings and hidden thoughts. Research indicates that over 70% of our communication is non-verbal and has greater impact and reliability than the spoken word. Knowing how to read your potential business prospect could make the difference between cutting a deal and losing out. Find out more at www.hodu.com/prospect.shtml

There are many ways in which you can begin to build a rapport with your customer or business prospect. Here are some ideas to put into practice:

1. Use small talk in business conversations
Begin and end with small talk when making a presentation to a client, selling a widget, negotiating a contract, providing a service or even conferencing. We care about people who show that they care about us.

2. Express empathy, everyone is entitled to be listened to, even when in the wrong.
Consider the client who sees the stock market rise 30% but not his own portfolio. The stockbroker knows the client insisted on picking the stocks himself, but it would be a mistake to make the client 'wrong'. It's better to diffuse negative emotions with empathy and help the client feel better about your relationship.

3. Greet people warmly, make eye contact and smile
Be the first to say hello. People often go back to their favorite restaurants because the host greets them with a sincere smile, looks at them directly, and welcomes them with warmth.

4. Use the person's name in conversation
You are more likely to get special treatment by using the name of the person you are talking with. If you don't know someone's name, take a moment to ask, and then repeat it. Be sure to pronounce it correctly. And never presume your conversation partner has a nickname.

5. Show an interest in others
In response to our high tech environment filled with e-mail and fax broadcasts, we need high touch more than ever. That's what you create when you show an interest in the lives of your customers, clients or patients every chance you get.

6. Dig deeper
When you engage in a conversation, don't leave it too quickly. If your customer/client mentions her vacation, pick up on the cue and dig deeper. Ask where she went, what she did, what was the highlight, whether she will go back. You'll make her feel good about her life and about taking time with you.

7. Be a good listener
Make eye contact and respond with verbal cues such as: tell me more; what happened first, what happened next, that must have been difficult, and so on. Using these phrases makes people feel actively listened to.

8. Stop being an advisor
When you mention a problem you might be having with an employee or an associate, do people offer advice without asking any questions? Jumping in with unsolicited advice happens annoyingly often. Instead of advice, give understanding. Offer advice only when you are specifically asked for it.

(Source: 'The Feel Good Factor: Customer Service Skills That Made a Difference' by Debra Fine, from www.hodu.com/feel-good.shtml)

Sometimes, things go wrong. The manner in which you handle a bad situation will predict the long-term success of your business. For constructive ideas on how to deal with these difficult situations, visit www.hodu.com/angry.shtml

Here are some articles that will help you build your skills in this area:

• Negotiating a sound business continuity contract visit www.availability.com/resource/pdfs/DF-14-5239.pdf
• Success Negotiating: How to leave with more than what you wanted http://hodu.com/success-negotiating.shtml
• How to persuade without persuasion: http://hodu.com/persuasion-conversation.shtml