Literal Language Versus Practical Language…The Client’s Perception Is Our Reality
November 14, 2023 by Charlie Gipple
I remember when my oldest kid was a toddler, and my youngest kid was old enough to just barely sit up by himself. I was in my office which overlooked the living room. They were both in the living room sitting on opposite sides of the room as I was observing from afar. My wife was downstairs in the kitchen. My oldest son (Seth) thought it would be a good idea to grab a plastic cube that was a piece to some sort of puzzle and launch it across the room at his little brother. Nolan Ryan couldn’t have done it any better. His form was perfect, and his fastball was delivered right to the side of Matthew’s head. It made a loud “pop” when it made contact. Matthew burst out crying. Before I could say anything or do anything, my wife yelled from the kitchen down below, “Seth, did you hit your brother?” At this point Seth is nervous and he knows he’s in trouble. My wife yelled out again, “Did you hit your brother?” He nervously and hesitantly yelled back “I didn’t hit Matthew!” Although Seth was 100 percent telling the truth, I then got involved and clarified what really happened.
This month, he wrote an article in Broker World, which discusses the importance between what you SAY, and what the client HEARS.
It is worth the read. – sjm