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From YouTube: 1 06 What Is Rapport
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A
A
So
I
would
claim
that.
Excuse
me,
rapport
is
not
just
a
tool
for
building
a
connection
building
a
relationship.
It
gives
you
a
foundation
for
success.
It
can
make
success
either
possible
or
easier
or
in
the
absence
of
it.
It
can
make
it
really
hard
to
succeed
when
you
have
rapport
with
someone
you're,
better
positioned
to
influence
them,
which
we
do
right,
we're
trying
to
influence
our
customers
to
listen
to
what
we're
saying
to
take
the
steps
we're
asking
for
to
to
accept
a
solution.
A
When
you
can't
do
exactly
what
it
is
that
they
asked
for,
but
maybe
you
have
something
different
to
offer
when
you've
established
that
connection
with
them,
they
they'll
say:
okay,
you
know
I
can.
I
can
try
this
out.
I
trust
you
so
this
has
been
a
lot
of
me
talking
about
yeah.
Here's
why
I
think
rapport
is
important.
Here's
what
I've
seen!
B
A
B
I
don't
always
want
to
be
the
guy
going
first
here,
but
I
like
telling
stories,
so
I
will.
I
I
had
one
customer
that
I
worked
with
over
a
number
of
different
tickets
at
a
different
company
and
we
eventually
got
to
a
ticket
that
had
a
very
nasty
problem
that
involved
some
live
database
updates
that
we
physically
could
not
do
backups
for
and
because
we
built
up
a
whole
bunch
of
rapport
over
a
number
of
different
tickets,
where
we
did
solve
a
bunch
of
issues.
B
A
That's
a
great
story.
Thank
you
duncan.
It
really
illustrates
how
the
work
that
you've
been
doing
over
time
made
possible
something
that
was
a
little
a
little
more
risky
to
do,
because
you
they
they
believed
in
you.
They
had
that
trust
which
they're
not
going
to
have
just
automatically
on
day
one.
C
Like
I
had
a
similar
situation
at
my
last
job,
I
was
also
doing
support
engineering
and
we
had
a
couple
of
folks
who
are
using
our
api,
who
would
write
in
every
couple
of
months
or
so
about
some
new
problem
they
had
and
over
time.
I
just
like
got
to
know
them
well
enough,
and
they
would
immediately
as
soon
as
they
wrote
in
with
a
new
ticket.
C
They
would
have
all
of
the
things
that
we
typically
asked
for
ready
to
go
so
that
we
didn't
have
to
like
ask
them
for
logs
or
error
messages
or
whatever
they
were
seeing,
and
eventually
we
got
to
pull
them
in
for
a
beta
test
of
a
new
feature,
because
we
knew
that
they
were
like
so
ready
to
like
help
us
work
out
any
kinks
that
there
might
have
been
with
the
new
features.
So
it
was
really
nice
to
be
able
to
like
have
that
close
relationship.
D
Sure
I'll
share
something
thanks
brad,
so
I've
had
a
number
of
situations
in
previous
roles
where
having
that
rapport
makes
customers
allows
customers
to
trust
when
you
can't
do
something
as
well.
I
can't
recover
your
data,
but
because
they
know
you,
they
know
that
you've
tried
everything.
You
can
you've
exhausted
every
option
and
you're
going
to
escalate
the
issue
as
high
as
you
possibly
can
to
get
a
solution.
D
A
Yeah
I
like
that.
The
the
faith
word
that
you
said
there
at
the
end
is
what
I
was
thinking
of
that
that
you
get
to
a
point
where
they
have
some
faith
in
you.
It's
a
little
bit
different
from
trust.
It's
to
me
anyway
in
this
situation
that
it
describes
that
they're
willing
to
give
you
the
benefit
of
the
doubt
and
before
that
they
might
be
saying
you
just
don't
want
to
do
this
right.
Maybe
you
could
maybe
it's
just
hard.