Winning Trust When Words Trigger Suspicion
Format: Pre-call and post-call Runtime: ~8 minutes Source: Psychology , classical conditioning, hypervigilance, confirmation bias; Robert Cialdini's research on trust and social proof On the way out I'm going through what I know. New customer. Found me through a neighbor. Mentioned on the call that he'd had a bad experience with his last HVAC company. Said it without a lot of detail, just that it hadn't gone well and he'd decided to try someone else. That sentence , hadn't gone well , covers a wide range. It can mean the tech was rude. It can mean the repair didn't hold. It can mean someone…
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