Category 6: Change of Direction Breadcrumb
Learn how to respond when a client or prospect suddenly changes the subject mid-conversation.
Category six, change of direction. What's a change of direction breadcrumb? Obviously, we're in a conversation, we're talking on a subject. If our client just diverts to a completely different direction. We could be talking about their portfolio and some of the things we want to do and they can go, "Yeah, I just don't know if that's going to work out for some of my long term goals right now." We know their long-term goals. We are on this topic of discussion. Now, we could get them back on track and say, "No, we understand your long-term goals, but we really need to focus this. Don't worry, your long-term goals are still good to go." We might even say, "Looking at your long-term goals," and we might even reiterate their long-term goals, this still fits into place, but if somebody changes direction on us, they did it for a reason.
We can never assume what that is. Not all you have to do is simply ask. Say, "I'm curious. When you're thinking of your long-term goals in some of the activities with your portfolio, what's your concern? How do you feel like this might not support your long-term goals?" They're dying to tell us and they have not yet. They just want to know; I'm going to divert this conversation. I'm going to get us off path a little bit. We never want to get them back on our path, our agenda, our objectives. If they go in that direction, the scene in their movie, on their stage has changed and we have got to follow them.
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