Mirror, mirror on the wall...

Mirroring or matching is a technique used in customer engagements where a trained Business Development Executive (BDE) imitates the body language, speech patterns, and other behaviors of the customer. The idea behind this technique is to build rapport and establish a connection with the customer, which can lead to increased trust and ultimately, higher sales.

When a BDE mirrors a customer's mannerisms, they are essentially communicating to the customer that they understand them and are on the same wavelength. For example, if a customer speaks in a calm and measured tone, the BDE might adopt a similar tone to match the customer's energy level. If a customer crosses their arms, the BDE might do the same to show that they are listening and engaged. Even matching the customer’s breathing pattern can be effective.

By mirroring the customer's mannerisms, the BDE builds trust and rapport more quickly. The customer is more likely to feel comfortable with the BDE and discuss their needs and preferences. This can help the BDE better understand the customer's pain points and tailor their solutions accordingly.

In addition, mirroring can also help the BDE establish credibility and authority. By demonstrating that they understand the customer's needs and preferences, the BDE can position themselves as an expert in their field. This can help to build trust and confidence in the customer, making them more likely shift their willingness to consider or select the company to meet their needs.

In summary, shadowing customer mannerisms is an important technique in client engagement and customer service because it can help build rapport, establish credibility, and ultimately, increase sales. By mirroring the customer's body language, speech patterns, and other behaviors, BDEs can communicate to the customer that they understand them and are on the same wavelength, leading to a more positive customer experience. Teaching this skill to personnel who engage your clients and or prospects can improve you company’s positioning and probability of winning additional or new work.