Lessons In Business... From The Humble Firefly
The mimicry studies suggest that, when meeting people for the first time, you can develop good relationships in a quicker time by repeating back selectively the same words that they use. In fact, evidence suggests that such a strategy should be effective regardless of the situation or the communication. As a result it makes sense to investigate the words and values that prospects use on their literature and websites so that you can use these same words and phrases in your written proposals and e-mail campaigns. The same should be true in customer service settings - even when customers are calling to complain.