Talk Less. Listen More. Care. Just like Santa Claus in the movie Miracle on 34th Street. Discover what your client really needs and point them towards what they really need without your agenda in mind.
- Trust is a neural network that lives in the executive functioning part of the brain, the Prefrontal Cortex (PFC). If the trust network is active, then your client is PFC dominant, and that means more creativity, innovation, risk-taking, connection, and optimism.
- Push & Pull Dynamic: If you become good at pulling information out of your client, gaining their trust through listening & empathy, then you’ll be able to push them when it’s appropriate, when you know that your recommendation is going to help them.
Suspend your agenda and take on a role of Active Listening through the use of SHORT OPEN QUESTIONS:
- What’s behind that?
- Why is that true?
- Tell me more?
- How else?
- In what way?
- Like what?
- Like how?
- Give an example?
Why these questions?
- When you ask a question and your client looks right back in your eyes as they answer, then it’s not an original question for them. They’ve had this question before.
- You want to get them below the waterline. What’s going on underneath the surface. If you continue on a question path that includes short open questions, with any agenda from you, you get them to open up more and more.
When do you use these questions?
- When you don’t have all the information - Use them to dig deeper and discover more about your clients needs.
- When you do have all the information - huh? Yes. Even if you know what the client is going to say, keep the spotlight on them to say it. This dialogue builds trust, builds the connection.
When you master empathy, you master human relationships. Listening to other people it creates deep emotional connections because it makes them feel significant and important.