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Previously I have posted about the importance of how to greet people you meet more graciously by saying “nice to see you” versus “nice to meet you.” And the more gracious close to a message, written or verbal, by using “always feel welcome to call” versus “feel free to call.”
However, all the words you use matter throughout a conversation with a prospect or client.
Consider these:
Avoid asking a prospect or client “Does that make sense?” or “is that clear” or “do you understand what I am saying?” People feel talked down to when questions are phrased this way. People today are already feeling pressured to process too many things in life. The last thing they want to feel like is you think they are too dumb to understand.
The onus is on you, the advisor, to accept responsibility for clarity.
The reality is that as a financial professional, you often see the solution before they even fully come to grips with their problem. So slow down, speak in plain language, “about how your recommendation(s) solves their issue.”
To ensure you are communicating clearly, ask them “what questions do you have so far?” and skip the predicate, “I know this is complicated and hard to understand….” Yes, it may be complicated; however, it is your job to make it uncomplicated and easy to understand – from the perspective of the prospect or client.
Finally, always ask at the close of every conversation, “What else can I do or answer for you today?” to further demonstrate your graciousness and desire to help them.
Yes, your words matter!