The Surprising Truth About Active Listening Nobody Tells You

So you summarize their pain, and then you use that beautiful technique from our dear friend Chris Voss, and you say these words, do I have that right? And if you don't have it right, they're going to tell you, no, no, no, you don't have it right. Here's the thing you miss. Here's the nuance you don't understand. Here's the stakes that you're ignoring. So this is why saying do I have that right? Is so powerful. But when you do have it right, what do they do? They go, oh, my God, you understand me. You understand my situation. You understand my pain. Oh, my God, here's somebody who actually understands me. And that is the purpose, that is the real purpose of the discovery call to establish that shared understanding about what's going on in the business. So now you've said, hey, do I have this right? And they said, yes, you do. Okay, now here's the next thing. What's your next step?