The quickest way to make a client feel unheard

STOP TALKING…about yourself.

This is a tough one, and it might sound a little harsh.

When a client starts talking about their German Shepherd, it’s not necessarily an invitation to talk about your French Bulldog.

Even when you have a strong connection with the client—and even when you’re intentionally looking for similarities that might deepen that connection—resist the temptation. Instead of talking about your dog, ask more questions about theirs.

This can be challenging because sharing our own stories is part of how many of us naturally connect with other people. We talk about ourselves to demonstrate how much we have in common. We share experiences that we think will make someone like us or trust us more.

But it doesn’t always work that way.

In fact, it can have the opposite effect. When the conversation repeatedly returns to you, the client may feel that you aren’t fully listening to them. Instead of building trust, you may unintentionally reduce it.

This doesn’t mean you can never share something personal. It means noticing why you’re sharing it, how long you’re talking, and whether it adds value to the client’s experience.

Salespeople and Sales Managers

• Notice how often you turn the conversation back to yourself—and how long you stay there.
• Use those moments as opportunities to practice being quiet and giving the other person your full attention.
• Practice deep listening instead of waiting for your opportunity to speak.
• Encourage the client or sales associate to share more by asking a thoughtful follow-up question.

Now, go resist the temptation to talk about yourself—and notice what happens when you create more room for the other person.

Join me live: Stop Talking—The Power of Silence

Wednesday, October 21
3–4 p.m. EDT
Live on Zoom

We’ll explore how silence can increase trust, clarify objections, elevate your professionalism, and give customers the space to think—and choose.

CEUs may be available. If you’re interested in receiving CEU credit, reply to this email ahead of the training and let me know.

[REGISTER HERE]

oxo,
Jody