Well, that “one way” … has a few moving pieces … but that’s besides the point … what I’m talking about is … “Strategic Preparation.”
Consider this: from a neuroscientific standpoint, when someone nervously speaks about … anything … the person’s nervous tonality literally sends off “threat” signals to whoever is listening.
You can have the best information … and say all the right words … and say them in the right order …
But if you sound nervous? Then the other person’s Limbic System … which is part of the Mammalian Brain … the part of the brain that we share with other mammals, like dogs … which is the part of the brain that processes emotions and does this at the subconscious levels …
Picks up … on those “nervous signals” and labels them as threats.
We all know how emotions cloud our vision, too … and our decision-making ability … and what I’m talking about is not a conscious process … all this is done subconsciously, much like an … anti-virus software that’s always running in the background … scanning for threats and blocking them from getting through …
But, check this out …
You can actually learn to consciously … purposefully, craft and tailor your contact and engagement strategies to go … in-line … with how the brain prefers to receive and process information.
Does this mean you’ll close more deals? … Absolutely.
So how do you do it?
Well, considering how there are certain things that we do every single day … and how our brains are literally pattern-recognition machines, what happens … when we repeat any routine a few times or more … is it becomes embedded in our minds.
So, whether you use scripting for your interactions with clients or not, you’re still using a script … I mean, think about it …
There are certain things we say every single day, every time we make or take … a call or interact in person. Doesn’t matter if the words are there in front of you or if you’re simply repeating what you have memorized and have said a thousand times already.
When helping other managers with building out communications frameworks, I’d ask them … “So what do you think of scripting?”
And I’d hear something like … “Eh … I’d rather my reps have more natural, organic conversations …”
And then I’d play them calls from my team and they were just blown away. I mean, I could stop a call at any random point and start filling in the lines, like … check this out … she’s about to ask about … “this” or ask about “that.”
And they’d be like … how do you know that?
And I’d have them focus in on the potential client that we’re speaking with’s tonality …
And how you can feel the tension at first, the apprehension and skepticism … and how you can sense their relief because they feel like they’re working with experts … and by the end of the eight-minute or so call, they’re expressing appreciation and they’re ready to willingly move to the next step in the process.
There’s only one way to be able to communicate fearlessly like that, and that’s: Strategic Preparation.
Having a framework mapped out and knowing what you’re going to say before you have to say it, and answering the phone the same way every time, or having the same, purposeful intro and agenda statement for every call and delivering it with the right tonalities …
I mean, think about it … you have 5 seconds … on a call … to come across as sharp, enthusiastic, and as an expert. If you don’t come across as these three crucial things … in the first five second … then you may as well just hang up the phone. You’re done.
If you’re not perceived as an expert, then what are you perceived as? A novice.
And no one … wants to deal … with a novice.
And as important as those first 5 seconds are, it doesn’t stop there … of course. You have to have a plan, and it doesn’t have to be hard-scripting or anything like that, but at least have a framework.
Have clearly defined goals for each interaction … and each step … should be setting up the next step in the process.
And a strategic plan like this is called … practicing the art of not blowing it. How many times … out there … every single day … do people schedule time to meet about … anything …
In person, over the phones … whatever … business, personal … doesn’t matter …
But how many times do people schedule time to come together for whatever reason, where they’re taking time out of their busy schedules, to bring their two worlds crashing together for a certain, specified and agreed upon amount of time …
And then after about six minutes, they run out of intelligent things to say so they just start winging it and making up stuff, or saying stuff that doesn’t mean anything … or doesn’t have anything to do with the business at hand.
This happens so often out there, and I’ve reviewed calls where my feedback was something along the lines of how it just sounded “leaderless” … like, we had two people on the phone who didn’t know what to do next.
It’s not just a waste of time for everyone involved, either … that’s an opportunity that has a really good chance of being blown.
So, I’m a big fan of communication frameworks, strategic plans, that help guide your potential clients from first contact to close and beyond in a way that is clear, concise, logical, professional, and above all, ethical … and … frameworks like this make it possible for anyone to communicate fearlessly.
Want to know more? Find my FB Page … I have a bunch of videos on there where I explain this stuff in even more detail.