Better Questions Build Better Relationships

Hi there.

I went into a sporting goods store the other day, looking for a pair of shoes.

Just a pair of shoes. That’s it. 

But I walked out with something way more valuable, and it had nothing to do with the color or the price tag.

The person helping me didn’t start by asking, “What size are you?”

They asked, “What do you play?”

I told them — tennis mostly, sometimes basketball.

And suddenly, we were having a real conversation.

We talked about how I move on the court.

How my foot pronates.

What kind of support I need, and that I wear orthotics.

And that today I was looking for an everyday shoe – one pair that has to last and feel great.

It wasn’t about the shoes anymore.

It was about me. My habits. My goals. The way I live.

That’s what stuck with me.

They weren’t trying to sell me a product.  They were trying to understand my world.

And that made all the difference.

And you know what?

That same approach applies to any job that involves people – especially in financial services.

When someone walks in asking about a loan or an account...

Don’t just hear the request.

Be curious. Go deeper.

Because people don’t want the most features.

They want the right fit.

And they’ll only find it when we take the time to ask better questions.

To understand how they move through their world.

To connect with their real needs.

So the next time someone asks you about a product…

Imagine they’re shopping for that one perfect pair of shoes.

Don’t ask what size.

Ask what matters.

Thanks for watching.

Remember… ideas spark change, actions ignite it.