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Send us a text Ever notice how some service professionals can walk into tense situations and instantly change the entire mood? There's a secret behind this superpower, and it comes from an unexpected source: FBI hostage negotiation tactics. Imagine having the ability to defuse customer frustration, overcome price objections, and build instant trust—all by saying a few simple words and then staying silent. This transformative communication technique called "labeling" was perfected by Chris Vo...
Show Notes
Ever notice how some service professionals can walk into tense situations and instantly change the entire mood? There's a secret behind this superpower, and it comes from an unexpected source: FBI hostage negotiation tactics.
Imagine having the ability to defuse customer frustration, overcome price objections, and build instant trust—all by saying a few simple words and then staying silent. This transformative communication technique called "labeling" was perfected by Chris Voss, the FBI's former lead international hostage negotiator, and it works just as effectively in crawl spaces and kitchens as it does in crisis situations.
At its core, labeling is deceptively simple: you calmly acknowledge what the other person seems to be feeling without judgment. "It sounds like this has been frustrating" or "It seems like you want to make sure this investment makes sense." These neutral observations create an immediate connection that bypasses defensiveness and opens the door to real conversation. The magic lies in what happens next—you pause and let silence do the work. That space allows customers to feel heard and naturally share more information about their concerns.
This technique isn't just for difficult customers. Use it with your team, your boss, or anyone you need to communicate with more effectively. When people feel understood, everything changes. Shoulders relax, trust builds, and suddenly you're not just another contractor—you're a trusted advisor who gets it. That's when customers approve bigger jobs, choose premium options, and become loyal advocates for your business.
Ready to transform your customer conversations? Try labeling in three interactions this week. Notice moments of tension, use one of the magic phrases, and then embrace the pause. You'll be amazed at how this simple FBI technique can elevate your communication, reduce stress, and ultimately help you close more deals. The calmest person in the room is always the most powerful—and labeling is your path to becoming that person.
https://www.audible.com/pd/9-Simple-Steps-to-Sell-More-ht-Audiobook/B0D4SJYD4Q?source_code=ASSORAP0511160006&share_location=library_overflow
https://www.amazon.com/Simple-Steps-Sell-More-Stereotypes-ebook/dp/B0BRNSFYG6/ref=sr_1_1?crid=1OSB7HX6FQMHS&keywords=corey+berrier&qid=1674232549&sprefix=%2Caps%2C93&sr=8-1
https://www.linkedin.com/in/coreysalescoach/
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