To create a relationship-building encounter, your customer must feel that the interaction he shares with you is fresh, unscripted, one-of-a-kind. He has the sense that this moment has never happened before, and will never happen again.
This is difficult for many people. Our works forces us to retell the same stories and deliver the same information time and again, and we often slip into recitation mode, sounding like the 2nd grader dutifully delivering her lines at the Thanksgiving assembly.
I downloaded The Great Gatsby to my Kindle yesterday, just because I was in the mood for the music of F. Scott Fitzgerald’s sentences; those in this book are poetic, symphonic and beautiful. Narrator Nick Carraway describes the “low thrilling voice” of his cousin Daisy Buchanan in this way:
“It was the kind of voice that the ear follows up and down, as if each speech is an arrangement of notes that will never be played again.“
Wow. Try that! Tomorrow, as you interact with customers or colleagues, make your voice and its words so fresh sounding that the listener’s ear “follows up and down,” creating the feeling that this is the only time in history you will say this, and that this is the only person to whom you will ever say it.