What do people want now more than ever before?

To be heard.

When someone listens, it makes the other person feel that they truly care. That they matter. As agents, we have GOT to be good listeners. I don't teach this because I'm a great listener. Just ask my wife- I'm totally not. But I am a work in progress. And listening is one of the skills I am determined to master if it takes me my whole life.

This podcast is about an interaction with a crusty client who became a raving fan. Simply because I listened a little deeper than all the other agents who "ran off their mouths."

Can't blame the guy for being crusty. 

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