Chris Voss

But would you be against me giving you some options and then you can pick one you like? I guess we could. That's what I want to work on with our business here. So you talk about a few things, voice mirroring and the strategic use of fair. I love the word fair. Does that sound fair? I love the idea of, you know, I just want to make sure you're getting a fair handshake. What is the best way?

But would you be against me giving you some options and then you can pick one you like? I guess we could. That's what I want to work on with our business here. So you talk about a few things, voice mirroring and the strategic use of fair. I love the word fair. Does that sound fair? I love the idea of, you know, I just want to make sure you're getting a fair handshake. What is the best way?

So I understand mirroring is when I'm repeating the order back to you. I'm a server. I understand voice inflections. Talk to me about the right use of fare.

So I understand mirroring is when I'm repeating the order back to you. I'm a server. I understand voice inflections. Talk to me about the right use of fare.

Oh, I like this stuff, man. I told you I was just recently with Robert Cialdini and he talks a lot about just the switch of words. Very, very subtle. And they did this experiment and I love this one. At a restaurant, they brought the Czech presenter and they said, thank you for your business tonight. The next one, they put one mint in. The tip didn't change. The next one, they put two mints in.

Oh, I like this stuff, man. I told you I was just recently with Robert Cialdini and he talks a lot about just the switch of words. Very, very subtle. And they did this experiment and I love this one. At a restaurant, they brought the Czech presenter and they said, thank you for your business tonight. The next one, they put one mint in. The tip didn't change. The next one, they put two mints in.

The tip went up 2%. The next one, the server walked away after giving the check presenter a walk back and said, for you two gentlemen, each of you deserve a mint for coming in tonight. And the tip doubled. And what I love about what these guys do at colleges and universities is they'll do like 1,000.

The tip went up 2%. The next one, the server walked away after giving the check presenter a walk back and said, for you two gentlemen, each of you deserve a mint for coming in tonight. And the tip doubled. And what I love about what these guys do at colleges and universities is they'll do like 1,000.

They'll do like a whole case study around it and they'll have like a double blind study and all these things. And it's just these little subtleties, these little things that just change the whole dynamic of the conversation. Even with this idea of just reversing instead of a yes question, no question. And you add it all together and you practice it enough.

They'll do like a whole case study around it and they'll have like a double blind study and all these things. And it's just these little subtleties, these little things that just change the whole dynamic of the conversation. Even with this idea of just reversing instead of a yes question, no question. And you add it all together and you practice it enough.

I was with Larry Fitzgerald and he said, for every ball I've caught during a game as a wide receiver, I've caught over 100 in practice. Right. And I just love the idea. So you were telling the guys next door, you said, first, you got to see yourself doing it like Tiger Woods. I think you said Michael Jordan or LeBron James. Right. You got to see yourself doing it. Then you got to go like use it.

I was with Larry Fitzgerald and he said, for every ball I've caught during a game as a wide receiver, I've caught over 100 in practice. Right. And I just love the idea. So you were telling the guys next door, you said, first, you got to see yourself doing it like Tiger Woods. I think you said Michael Jordan or LeBron James. Right. You got to see yourself doing it. Then you got to go like use it.

And then you got to practice it. And then you got to put it into deployment. Yeah. That's tough for people because most of the time, most of us in the home service industry, we don't build a culture of practice where we're coming in every day. And I hate to use this word because I don't like it, but it is role play. How do you feel about that role play?

And then you got to practice it. And then you got to put it into deployment. Yeah. That's tough for people because most of the time, most of us in the home service industry, we don't build a culture of practice where we're coming in every day. And I hate to use this word because I don't like it, but it is role play. How do you feel about that role play?

Hmm. I like that. I kind of want to do a field day once a week with the guys and go to Costco or go. Go practice. Throw a mic on them like a hit. Just have them listen to themselves. Practice in the real world because so often we talk about these. How do you use this at home? How do you make this part of your DNA? Not just learn the circumstantial and this happens, then this.

Hmm. I like that. I kind of want to do a field day once a week with the guys and go to Costco or go. Go practice. Throw a mic on them like a hit. Just have them listen to themselves. Practice in the real world because so often we talk about these. How do you use this at home? How do you make this part of your DNA? Not just learn the circumstantial and this happens, then this.

But how do you use this where it's just a skill that you could use forever? And it's like, look, I always tell the guys, do me a favor. Smile right now. just stand there and smile with me. I'm like, the first time I looked in the mirror and started talking, it was really tough. And then I started practicing and practicing in front of a mirror and I got way more comfortable with it.

But how do you use this where it's just a skill that you could use forever? And it's like, look, I always tell the guys, do me a favor. Smile right now. just stand there and smile with me. I'm like, the first time I looked in the mirror and started talking, it was really tough. And then I started practicing and practicing in front of a mirror and I got way more comfortable with it.

It's just moving cheek muscles. You're not used to moving. Yeah. But you know, some of us feel like we look like idiots when we're smiling and talking, but it's so nice when you're talking to somebody, like I always tell the story, I go, can you imagine guys before you were married or when you were single, And you just saw the most gorgeous girl at a bar.

It's just moving cheek muscles. You're not used to moving. Yeah. But you know, some of us feel like we look like idiots when we're smiling and talking, but it's so nice when you're talking to somebody, like I always tell the story, I go, can you imagine guys before you were married or when you were single, And you just saw the most gorgeous girl at a bar.