- When people feel understood, they are much more likely to trust you
“Listening offers data. Hearing offers empathy and intelligence. Activity, action, and engagement steer perspective and encourage a sense of community and advocacy.” — Brian Solis
As a Mortgage Broker, the best results you will have are when a client feels like you understand them and their situation. They will be far more likely to accept your recommendations and ignore others when they know that you are both on the same page. So it isn’t enough that you understand your client’s situation, you may get the picture quite early in the conversation, you need to take the time to make sure your client knows you fully get their situation for them to be confident in following your advice. Actively listening to them is the best way to develop rapport.
If people feel they are pushed down a sales path they will resist. When you listen, you demonstrate to the client that they are individuals with unique needs — not just another number or a potential commission. Listening shows that you are invested not just in your own measurable success, but also in giving the customer a personalised and caring experience. Remember, it’s not just about giving them the right recommendation, it’s about them being confident they got the right recommendation.
There is nothing people like talking about more than themselves. Of course, everyone is different and some people take more effort to open up, but everyone’s favourite topic is themselves, their lives, opinions and future plans. If you take the time to genuinely learn about them, people will respond positively to you and become more committed to working with you.
Innumerable relationships have begun with the feeling that ‘this person really gets me’, and just as many have ended with statements of ‘I don’t understand you anymore’ or ‘I’ve changed and you don’t understand me anymore’. No one goes on a date with someone to hear them talk about themselves nonstop, they go on a date to find someone that ‘gets them’.
- It prepares the client for an effective appointment
By gathering as much information as you can in the initial conversation, you can better prepare the client for what is going to happen next and set their expectations accordingly. This may be in practical terms of what you would like them to have ready at the appointment, as well as getting them opening up to you so there are no surprises down the track that could derail things.
It also sets up a higher commitment from them as they will take the appointment more seriously if they have invested more of themselves in the lead-up to it.