The Magic Phrase

Seeing someone else’s point of view is vital in all areas of your life; regardless of whether that “someone” is a customer, your spouse or your dog. (Not cats, I’ve given up trying to figure out how my two cats think; except that it all seems to revolve around eating and sleeping.)

A while back I read about a highly respected (and super-successful) salesperson; let’s call her Julie. (I’m afraid I can’t member her actual name.) Julie works in home construction and outlined one of her strategies for achieving such stellar closing rates. She makes a special effort to demonstrate, in a very clear and unambiguous way, that she sees the house buying scenario from her prospect’s point of view.

Here’s one example: Prior to working in home construction Julie was self-employed. And during this period of her life, decided to buy a house. She recalled how nervous she felt dealing with mortgage companies. And, in particular, how she appeared to earn much less than she actually did because, as a self-employed person, she deducted everything. (I’m still trying to figure out how to incorporate my new suite of furniture into my speech.) Her concern, of course, was that a rickety earnings statement might send up a red flag with the mortgage company.

Now that Julie sells homes to self-employed people, she makes a point of proactively addressing this common fear. Imagine, from the point of view of her prospects, it’s as if she’s reading their mind. She regularly sees them visibly relax. It won’t surprise you to learn that she enjoys a special rapport with self-employed people and is especially successful with this demographic.

My question to you: What do you do to overtly demonstrate that you can see situations from the perspective of your prospects, clients and patients (and coworkers as well)?

I would suggest using this magic phrase: “I understand that in your situation, ________”

Your goal is to say that you understand your prospect’s perspective and then, in the next sentence, to prove it; just like Julie. And, when you can show your prospects, clients, patients, etc., that you see the world from where they’re standing, the sky’s the limit.

And remember, if you’re engaged in any form of external or internal customer service, an inability to see a “customer’s” perspective masquerades as stupidity. I had a service provider at a utility company explain to me recently: “Sir, I’m sorry. I can’t help you. We’re just the customer service department.” I rest my case!

As always, your opinions are welcomed…