The first conversation: talk less, ask more

New owners think selling means talking a lot — a big, convincing speech. The opposite is true. The person who asks good questions and actually listens wins, because you can't help someone until you understand what they need. Aim to listen about twice as much as you talk.

Do this

1. Open with a question, not a pitch: 'What's got you looking into this?'
2. Listen for the real problem underneath the request, and repeat it back so they know you heard it.
3. Only once you understand it, show how you help — tied directly to what they just told you.
4. Notice how it feels: like helping, not pushing. That feeling is the sign you're doing it right.

Questions that get people talking

Ask, then stop and listen. The goal is to understand, not to impress:

"What's got you looking into this right now?" "How are you handling it today?" "What's the most frustrating part of that?" "What would 'sorted' look like for you?" "Anything you've tried that didn't work?"

Then say it back: "So if I've got it right, the real issue is ___." When someone feels understood, they've half-decided to work with you.