What to SAY to GET Referrals: Element: Behavior | Topic: Green = WHO + HOW -Facial Expression

Referral Trigger for the week of April 2
Topic: Element: Behavior | Topic: Green = WHO + HOW
Conversation lead by the Woodlawn Team

We recognize referrals.
The tool for recognition is a behavior.Facial expression is a behavior.

  • What facial expression would tell us it’s the perfect
    opportunity to ask one of your Kindling Questions?
  • When are we most likely to see this facial expression?
  • Are they ready right then, or is their expression a clue
    that the timing isn’t right – yet?



11 Responses to What to SAY to GET Referrals: Element: Behavior | Topic: Green = WHO + HOW -Facial Expression
  1. Tommy Schlosser
    March 30, 2018 | 10:19 am

    Shaking their head in disbelief!
    (Google ‘Simon Cowell Shaking Head GIF,’gestures resembling the 1st row are what I’m looking for.)

    I appreciate a bit of skepticism when starting to work with someone as most of people’s insurance expereince comes from over-hyped commercial or poor claims experiences, so if they are too eager to work with me then something is often amiss.

    As for whether or not the timing is right depends on what has them shaking their head. If it’s an open claim the best I can offer is advice. If it’s pricing for their college bound daughter or a coverage question for their 16 year old son, that is PERFECT timing!

    Tommy Schlosser
    770-855-3113 TXT Friendly

  2. Dr. Donna Goodwin
    March 31, 2018 | 1:00 pm

    The facial expression of a person in pain is easy to recognize, and it’s a perfect opportunity to ask this person if they have a headache, if they suffer from chronic headaches, if they have allergies that are causing sinus headaches, and to tell them that you work with an amazing chiropractor who specializes in diagnosing and eliminating headaches! You can observe the facial expression of a person in pain at any time, especially at this time of year from a sinus or allergic-reaction headache, and once you see it, you know that that person is ready for a referral to this amazing chiropractor!

    Dr. Donna B. Goodwin, Blue Ribbon Chiropractic
    678-867-2305 (office), 404-444-4519 (mobile, text)

  3. Terry Gilbreath
    March 31, 2018 | 3:22 pm

    Often I find small business owners trying to handle every aspect of their business. Selling, managing, bookkeeping, IT management, etc. When I ask why they try to handle everything they most often reply because they had found no one who could handle the specific task correctly, or the cost would be too high to let someone else do it.
    When I ask the owner how much revenue could they realize by selling their companies product vs working on their computers they most often come to realize they can make a lot more money by working on their business rather than working in their business.
    A quote from one of my clients says it all. She said, “I finally realized I can make a lot more money selling insurance than I can fixing my computers”.

  4. Peg Griffith
    April 3, 2018 | 10:43 am

    A sad face, the appearance of fatigue and tears may indicate depression. Anxiety or stress often “looks like” nervousness, fidgeting or false laughter. People are usually hesitant to call a therapist – a stranger- the first time, so they may need several gentle reminders over weeks or months.

    Good kindling questions are “Would it help to talk with someone?”, “What are you doing to care for yourself?” or “Have you thought about discussing that with a neutral 3rd party?” Again, it may take months, or even years, for someone to call a therapist. Urge your friend, family member, or coworker to address the issue sooner than later. Therapy is an investment in yourself.

  5. Jason Conn
    April 3, 2018 | 10:10 pm

    The wrinkle just above the nose…that stressed look! When a stay at home spouse is presented with multiple piecemeal requests to provide things to their mortgage lender (by their spouse who works outside the home, they are not happy. This person is used to working off of a list and balancing many things at once. While they are used to handling curve balls, it doesn’t have to be this way. If you see this look soon after their new home contract is accepted, the timing is right. If it is within 2 weeks of closing, unfortunately it is too late.

  6. Jen Richardson
    April 4, 2018 | 4:21 am

    A deer in headlights is a good place to start. The overwhelming look of “I thought I knew what I was getting into, but this is way more time consuming than I expected.”

    Good kindling questions would be:
    What are you using to build your website? (I get that question all the time)
    Do you know any web designers?
    What’s tripping you up? (or any nice way you can think of saying ” What’s so hard about it, and, what made you think this would be fast and easy to begin with?! )

    As far as timing goes, typically the look of desperation when the topic is approached means that they’re open to hearing about someone who could possibly take over the project for them. Once they realize that it’s not a walk in the park then they typically understand why we web designers charge what we do.

  7. Leslie Pierce
    April 5, 2018 | 7:17 pm

    A head slant (generally to the right) and a look upwards usually indicates that someone is considering what you’ve just said. This often follows a new piece of information or a “myth buster” – when you give an unexpected response to a commonly held misbelief about your profession or product. Usually, this expression is a clue that they are not quite ready yet but are open to considering working with you.

  8. Aaron Morrison
    April 6, 2018 | 11:17 am

    Generally the expression of my potential property manager client will be closed eyes, raised eyebrows and one hand either stroking the forehead or perhaps pinching the bridge of the nose. Especially when the weather is rainy this is an indication of tenant calls that roofs are leaking and their current vendor isn’t performing at the level they’d like. This is the perfect time to ask if they’d like a faster response time, more thorough assessment of the property including other potential maintenance items and proactive communication throughout the process.

  9. Nancy Misita
    April 6, 2018 | 12:00 pm

    The facial expression is a smile. Excitement about purchasing a home.
    Kindling question: Do you know there is more to getting a mortgage than just the interest rate.

    This is the prefect time to have them contact me. I can go over all aspects of a loan process, fees and credit scores.

  10. Raymond Grote
    April 6, 2018 | 3:24 pm

    Most of us ask someone “how’s business?” on a daily basis. A normal response might be “Great!” or “It’s terrible”…or somewhere in between. The body language and response that indicate it’s a great time to ask one of my kindling questions is when the person looks contemplative with a slight squint of their eyes and says “good” with a slight nod of their head. This is a person who almost always is having success in their business, but has a looming change, project, or opportunity that they’re carefully considering, even in the midst of a fairly meaningless response. A great kindling question to follow this response would be “I might not be the right person to talk to about it, but I get the feeling you’re thinking through something big, is that true?”

    From there, most any challenge or opportunity that a business owner is working on is something I can at least understand and help point them to the right resources if not work on myself.

  11. Matt Frazier
    April 6, 2018 | 4:36 pm

    I work closely with professionals in both the financial and mortgage industries. For both of these professions there is a natural time that insurance comes up in talking about protecting your hard earned assets from financial loss. When they recommend it is time to review their insurance portfolio I imagine that statement is followed by a blank distant stare from their clients who now fear what that process will look like. Now insert the kindling question, “Would it make it easier if somebody could do it for you?”
    I do just that! As an independent insurance agent I help families by taking the shopping step off of their plate. After coming up with a plan that works for their needs and budget I do the research and return with results that allow them to have the coverage necessary for their lifestyle without breaking the bank.

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