It feels great to hear “you’re right” especially if it is a perspective client agreeing with you. After all you did the research, you have the training and experience. You should be right, right? So what’s the problem with hearing “you’re right”? To be clear, you are the pro, so your experience and training do have you fully prepared and your research is accurate. You are definitely providing facts and information they will need during the process. That’s not the problem.
The problem is “you’re right” is what someone says when they are caving to your persuasion or simply giving you a false "yes" or polite “no”. Caving leaves a person feeling like they have lost their autonomy. Leaving them defensive and resistant. A shaking foundation for building the trust needed to create a raving fan.
Chris Voss, former head negotiator for the FBI for over 20 years, recommends a subtle shift. Instead of “you’re right” go for “that’s right”. Hearing them say "that’s right" means they feel understood. As we covered last week, when they feel understood, you build trust thus separating yourself from commodity of other agents. You gain more clients, your receive more referrals. So how do you get to “that’s right”? We’ll give you several tactics next week.
Keep Elevating Our industry!
Video: https://youtu.be/F5Wdy4Yb6bE
David Veldkamp
Owner | RE/MAX GR
Mobile: 616.460.6123
Office: 616.957.0700