Building rapport is really essential for establishing meaningful connections with other people, whether professional or personal. So when it comes to building rapport with a client or with a customer, first thing is to remember people's names. Never give them a nickname, but always follow up with Mrs. so-and-so, Mr. so-and-so. The second part I would like to elaborate on is finding a common ground. Maybe we have some shared experiences. Maybe the weather is very similar where we are. Those very small things can help you to build rapport with a member. And finally, just asking questions as well as any active listening. That right there shows that you're in tune, that you care, and of course, the member or the customer a lot of the time will go ahead and give that same energy right back to you.