Friday Field Notes: Trust Is the First Sale

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Most customers don’t say what they really mean.

They don’t say, “Hey, I’m anxious about letting a stranger into my home, and I hope I don’t get ripped off.”

Instead, they ask about price.

They stall.

They say, “I need to think about it.”

But nine times out of ten, the real issue isn’t money.

It’s trust.

In the trades, trust is the first sale.

Permission comes before payment.

Booking comes before billing.

And the person who earns that trust first wins.

DO THIS TODAY:

Train one CSR to replace price-first answers with reassurance-first answers.

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