Hot Tip: Personalize how you express empathy
You’ll make a stronger connection with your clients and prospects if you personalize how you express empathy. When you say ‘I understand your concern’, this is so generic that it sounds meaningless and you’ll be greeted with skepticism.
Instead, name an emotion and include some of their own words in your response.
Example: ‘I know you were expecting the old price, so I can see why you’d be disappointed that our fees have gone up. I want you to be happy. Let’s talk through what you’re trying to accomplish so I can show you the value of what you’re getting and how we can get you where you want to go.’