Welcome to the Barry Farah Show, serving you to sell more. Follow at Barry Farah. Hello, I hope you're doing well. And welcome back. In our last episode, we broke down the brain science of rapport and looked at component number one, identifying yourself clearly to prevent the customer's brain from filling in dangerous gaps of suspicion. Today we're moving into components two and three of greeting the customer, conveying polite concern and conveying warmth and enthusiasm. Once you've stated your name and your company, you'll immediately transition into sentence number two. I hope you are doing well. Now, why is it okay to say this to someone you have not met? Because they invited you into their home. They interacted with dispatch when they called, or they booked through Instant Book Online or some other form. So it's okay to wish this kind of a sentiment on anyone, but you can legitimately assume a thin layer of familiarity here because they invited you there. So I hope you're doing well takes about three seconds to say. And it's really how you say it. Since you genuinely believe that they deserve deep and genuine respect, and since you believe that they have inherent value, a special deposit from God, just like you, you convey your polite concern with some heart. I hope you're doing well. And in just three seconds, your voice conveys polite, authentic concern. Now, don't overdo it, don't gush, don't do anything but keep a kind face on, not a fake smile. Look them in the eye as if you're honored to meet them and say, I hope you're doing well. Now, let's address a critical tactical question for this precise moment. Do you extend your hand for a handshake or not? Usually the answer is no. Now, if they move in that direction and initiate it, then of course you reciprocate. But don't overpower them. Just a professional, gentle, but firm grip. However, if they show even a split second of hesitation, keep your hands in an open, visible position and completely non-assertive. Now, why is this? Well, some people don't want to touch a technician or a man in their home. So we honor that. We respect them. And very importantly, selling with integrity is all about helping them toward a decision. But it's their decision. And when it's their decision, it sticks. They don't cancel on you in two days. So when you don't try to gain control and overpower them in any way, in fact, you're courteous, professional, and you honor them with your posture and your tone, that helps you close. So at this point, you have basically talked, used your words for less than five seconds, and it's done an awful lot of work. Hi, I'm Barry with Champion Air. I hope you're doing well. Now, after you pause for just one second, whether they introduce themselves back to you or not, you keep looking them in the eye with kindness and seamlessly convey warmth and enthusiasm. And that's shown in that slide there on component number three. So nice to meet you has a very few words, but it's got some background. So nice to meet you sounds a little better. So nice to meet you. Now, this is intentionally old school. It's also legit. You were invited into their home, but you've not met them yet until this point. The formality actually traces back to the 1700s when the English word nice took on a whole new meaning. It became agreeable and pleasant. And then when you added the word so, it introduced warmth and it created a pleasantness about that interaction. So nice to meet you. You can say this to a superior or an equal or a stranger. It's a genuine expression of graciousness. And that's what you need. And you need that early on to get that threat detector to settle down. Be genuine. I mean, I'd rather you say this with warmth and a very small smile than a big fake smile. But the best is a genuine big smile that you can hear. You're doing something else here. You're conveying optimism. You have legit solutions. You have something that you can genuinely offer that can improve their lives. Improving the life of a customer is what it's all about with selling with integrity. So when you say, so nice to meet you, in your mind and in your mind only, think this. I have a genuine professional enthusiasm to help you, Mr. Potential Customer. I mean, if it's real, if you really feel that, they're gonna feel it. Neuroscientists call this an open loop limbic system. It relies on external signals and it ties to the intent detection system, which decodes something like hope or enthusiasm or optimism. It shifts the brain from a defensive medulla to anticipating something positive, the pre-frontal cortex. So last time we learned about the emotional centers of the brain, like the insula, where customers tend to make emotional decisions long before they make logical ones. A genuinely warm greeting lowers their biological resistance. And what it does is it locks in that neurochemical safety. That's not manipulation, it's just an explanation of what's actually happening when you're pleasant and respectful. And if you are a bit enthusiastic about the potential, they're gonna feel it. So here we are. Three-fourths of rapport in under 15 seconds. Hi, I'm Barry with Champion Air. I hope you're doing well. So nice to meet you. By executing these three sentences in that order, you have effectively quieted the customer's amygdala. You have established who you are, showed them deep respect, given them control of their physical space, and inserted a bit of enthusiasm, hope. Their brains now neurochemically primed and ready to transition from a surface level greeting to honestly talking about the actual problem. So next time, we're going to look at that bridge between building rapport and discovering the customer's issues. In the meantime, respect the person, complete the process, and elevate the standard. I hope that will equip you to make a difference today. Thank you for listening. Follow Barry Farah on your favorite podcast platform at Barry Farah.