Forum Discussion
Hey Andy, awesome webinar this morning! I got a question for you.
Could you share examples of phrases that sound confident but arenβt actually helpful in building trust?
One confident saying we use is, "not a problem" or using dismissive language when discussing someone's situation. I recently learned to lean into people's concerns to instill confidence in the perceived problem the customer was having and how we will overcome it. This validates the customer's reason for seeking an expert and you understanding the severity of the situation.
Customer: This treadmill in the basement is heavy and unbearable, I don't even remember how they got it down in the basement!
Me: Yeah, the heaviest ones always seem to end up in basements, we've seen it all. I'll be sure to send two of our strongest guys with the right lifting equipment to ensure we get it out safely. Do you have anything else in the basement you want us to remove while we're down there?
In a situation like this leaning into the emotion and vulnerability helps build trust between us and we build confidence in the customer that we can handle the project.
- julie2 months agoJobber Community Team
Wow, I love that advice. Your example helped me see how I can change up my language to help build trust! If I were the customer, I would feel much better having someone understand my frustration and pain point without any downplay. Thanks so much!