The Art of the Conversational Factfind

Many of my customers and clients are in the mortgage industry and are plagued with dull, listless factfinding missions. My current crusade is to eradicate this disease and turn them into conversations, not interrogations. Here’s some top tips to help: When the customer tells you their occupation, respond with “That sounds difficult, how do you do that?” It’ll spark a whole lot more. Paraphrase their conversation regularly. Don’t just summarise, test your understanding as well periodically. I’ve found top performers do this more than just summarise. Smother the customer with…

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Perfect Client Preparation

When I first set up my business in 2000, I had the opportunity to speak with a potential new client. I earned a visit to his office and wanted to find out about him, his business and issues that I might be able to help him with. I remember asking the question “Tell me about your business?” It went well. Recently I was speaking to a delegate on a sales programme I was running, recounting a similar story, but his was based in 2015. He asked the same question “Tell…

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