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The World Inside Your Customer’s Heart

filed in Brand Story, Marketing

There are few better lessons in the art of storytelling than those learned by watching a great real estate agent auction a good property, on a chilly Melbourne morning. Last Saturday, I looked on as an agent sold a million dollar home by reminding potential buyers how they would feel every weekend as they strolled to the cafe on the corner to have a delicious pastry with their flat white.

Having gone through the legal formalities, he didn’t waste much time talking about the quality of the construction or the fixtures and fittings. Instead, he painted a picture of what it would be like to live in that home, in that location. He reflected the story already in the buyers’ hearts back to them.

The young couple who bought the home (with the help of their parents, who stood by their side), had grown up in the area. They wanted their baby son to grow up there too.

Contrast this first agent’s approach with that of the one whose client’s property was passed in at auction later that day. The second agent led with the facts. He gave details about the land size, the distance from the city and statistics on property values in the area. Information that without meaning or context made little emotional connection with potential buyers and their worldview.

It’s believed that marketing is an unethical attempt to motivate people to buy through the back door of their emotions. Of course, storytelling in the wrong hands is a powerful tool that can encourage people to make decisions they later regret. Our job as ethical marketers is to help people to do things they want to do today and won’t regret tomorrow. We can only do that by understanding what’s in their hearts and by being able to say hand on our hearts that this is what we did.

Image by North Charleston

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