How You Say It
Is just one of the ways we’re being judged. The animal in us is constantly assessing and evaluating situations and the people in them.
Client vs Customer
I’m a customer when I buy socks. I’m a client when I buy a house. One-time purchase > customer. Realtors, attorneys, doctors – professionals have clients. There’s a fiduciary relationship; a high level of trust. Responsibility that goes along with that trust. Significant risk. Professional advice. Mutual respect. All of those determine the difference between a client and a customer.
Talking, Talking, Talking
When I’m talking to a buyer, they’re purchasing a home. A seller is selling property, a commodity. Talking to the title company: Docs, close, prelim. Talking to the client: Paperwork, when you get the keys, title to the house. With an agent: Contract, deal, transaction. Client: Paperwork, the agreement, the process.
Talking to an agent, I’m creating a relationship that’s firm, protective of my client but cooperative. Talking to the client, I’m advising, teaching, suggesting, nudging.
When establishing boundaries, I may be curt. When requesting, I’m kind. When demanding, I’m something else altogether.
The situation determines the language. Every word, tone and syntax is being judged. How do you use language to benefit you?