Customer relationships are all about emotions rather that features and functions.
Relationships are emotional rather that intellectual. Therefore, rather that treating customer relationships as business agreements, approach them as an interactiion between your enotions and those of the customer. This requires mastering three emotional skills
Self awareness
emotional
interaction
functions
Emotional openness strengthens relatonships. HOwever, yu can't be emotionally open if you're not fully aware of your own feelings.