Aim for reliability before availability
Reliability is more important than availability in the long run. Clients who know when you are not available can make informed choices regarding alternative sources of support.
Think before you act for your client
Stop and think before you take action on behalf of your client. You may be depriving them of the opportunity to help themselves (with appropriate support).
Give clients your full name and title
Introduce yourself with your full name and professional title. Clients can then decide how to address you as rapport builds, especially if you provide a reminder of your name (ie: a readable ID badge).
Using clients’ given names uninvited can backfire
Uninvited use of a client’s given name can impede rapport in a number of ways. Moving from a position of formality to informality and intimacy is easier than backtracking.