It’s Not What You Say… (A vital tip for your insurance communication)

2024-01-24T11:30:33-05:00January 10th, 2024|Customer Experience, Personal Development|
With Brent Hershey, Agent & Insurance Agency Optimization Coach 
Length: 4:03

In this episode, Agent Brent Hershey reflects on insights from the book “The Verbal Judo Way of Leadership” and highlights a key revelation about how you communicate in your insurance agency sales role.


It's Not What You Say by Brent Hershey


It’s Not What You Say…

I was reading the book recently and it was called The Verbal Judo Way of Leadership, and there were so many great different points inside this book. This was something that blew my mind and I really wanted to share it with you guys.

The phrase said, I’m going to read it here, it said, 93% of your effectiveness when communicating with somebody, 93%, is in the delivery on how you present it. Only 7 to 10% is the words that you are actually saying. So nearly 90% of what you say, it’s how you say it, it is 30 to 40% of it is in your voice.

So it’s an inflection.

It’s it’s, how do you highlight certain words?

It’s, are you putting a question mark at the end of it, or are you putting an exclamation point at the end of it?

And how are you presenting that?

So 30 to 40% is in the actual words that you’re saying and in the voice inflection on that. And then 50% tough to really represent.

And so what happens is, is it leans a lot more to your voice and how’s the inflection being used? Is their genuine care?

Is the client able to really connect with you through your voice? And so this just kind of changed the way that I was thinking on a lot of things and really kind of set me up to that book, the Verbal Judo Way of Leadership. And it’s talking about you’ve gotta be able to communicate with someone, not just with what you’re saying.

And as I’ve been talking with my team here, we’ve been going through a lot of Medicare appointments and different things, and you show a client a way to save $40 a month and you’re like, this is a no-brainer. There’s a slam dunk and they don’t do it. Why aren’t they doing it? Maybe I’m just not explaining it good enough, right?

Maybe I’m, I’m just not telling them, you know, how great this thing is. I’m giving them, you know, better coverage and I’m saving them 40 bucks a month, but they’re not switching to me what’s wrong? And so what’s happening is, is it doesn’t matter times, and I’ve been guilty of this, where when I know I’m saving somebody a lot of money or I know I feel like I’ve got the best product for somebody is I just try to tell ’em all of that.

And I don’t really break down the care, I don’t really break down the concern and I don’t really show them how much I care about how it’s gonna help them. And I think that’s really what I want to encourage you guys on today. As you’re having these day-to-day conversations, I want you to be constant in thinking how is your voice if you are the client?

And encourage you guys, that statistic stuck out to me and I had to share it with you guys immediately as soon as I read it.

So I hope that’s awesome for you guys. I hope you can really take that and maybe change trying to make a point, make sure when you’re having statements that there are exclamation points, there are question marks when you’re looking for certain things to be answered.

I appreciate you guys, and we’ll talk to you soon.

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