Client-Centric Script Development

One bad conversation can stall a deal.  (Let's fix that.) Here's the trap even the best can fall into: ✅ You said, “Can I get 15 minutes?” ❌ They heard, “You’re just a name on my calendar.” ✅ You said, “Here’s our pricing page.” ❌ They heard, “You’d better be ready to commit.” ✅ You said, “Do you have any questions?” ❌ They heard, “I’m done talking, it's your turn to buy.” In client development, tone is strategy. And the difference between pressure and partnership? Just a few words. Because the real challenge isn’t getting time  with a client. It’s making that time count. Here are 12 proven phrases to build trust  (without sounding like a sales rep): 1. “How have things been going with [X]?” → Feels personal, not transactional. 2. “What’s your thinking around [this topic] these days?” → Opens a door, not a pitch. 3. “What would success look like if everything went right?” → Focuses on their goals, not gaps. 4. “What’s one thing you’d love to improve in 90 days?” → Specific, hopeful, and actionable. 5. “What feels risky or fuzzy about this?” → Makes doubt safe to share. 6. “Want to sketch some options together?” → Co-creates instead of prescribes. 7. “Want me to mock up a few paths forward?” → Shows flexibility, not a fixed pitch. 8. “Want to hear how others tackled this?” → Adds value, zero pressure. 9. “What would need to shift to make this a priority?” → Respects their timeline, invites partnership. 10. “Would a custom version be more helpful?” → Tailors the next step to them. 11. “Great point, can we unpack that together?” → Builds trust through collaboration. 12. “What’s the best way I can support you right now?” → Puts their needs first, signals partnership. These phrases do more than sound better. They feel better. Because they reflect how great BD actually works: 👉 With empathy 👉 With curiosity 👉 With clients, not at them Try one this week. It could turn a stalled deal into a deep conversation. Which one will you lead with? 📌Follow Mo Bunnell for client-growth strategies  that don’t feel like selling.

One of our biggest mistakes was treating demo calls as a single touchpoint. This is ineffective, especially for B2B companies. There are distinct stages to focus on: 1. Tracking: Every demo call needs to be recorded and analyzed. 2. Client Interaction Patterns: Identifying patterns can show you where your clients drop off or what excites them. 3. Common Bottlenecks: Once you spot trends, you’ll see where prospects are losing interest or getting confused. 4. Biz Dev Optimization: Regular communication with your biz dev team is key to refining and improving the process. 5. Script Adjustments: By understanding the friction points, you can edit your scripts to address potential client concerns proactively. For example, in analyzing our calls, we found that clients were often uncertain about pricing before the end of the demo. By tweaking our demo flow to bring up pricing earlier and give more clarity, we saw a 15% improvement in conversion rates. Breaking down each part of the process has given us clarity and helped us make impactful improvements. Are you taking a similar approach with your demo calls?

💡𝐂𝐥𝐢𝐞𝐧𝐭 𝐒𝐜𝐫𝐢𝐩𝐭𝐬 in ServiceNow: Making Forms Smarter, One Script at a Time! ❇️Ever filled out a form where fields hide, auto-fill, or validate instantly as you type? That's the magic of Client Scripts in ServiceNow! ✨ They run in the browser and enhance the user experience by making forms dynamic, responsive, and user-friendly — without needing to reload the page. 📲 Imagine this: You’re filling out an Incident Form and choose "Password Reset" as the category… 👉 Instantly, unnecessary fields disappear, and instructions appear automatically. 💥 That’s a Client Script in action. 🎯 4 Types of Client Scripts in ServiceNow (with real-world flair): 1️⃣ 𝐨𝐧𝐋𝐨𝐚𝐝 – "Set the stage as the form loads" 🔸 Runs when a form is loaded. 🔸 Pre-fills fields, hides sections, or displays messages. ✅ Example: Auto-populate the caller field with the logged-in user. 2️⃣ 𝐨𝐧𝐂𝐡𝐚𝐧𝐠𝐞 – "React to user input instantly" 🔸 Runs when a specific field’s value changes. 🔸 Show/hide fields, trigger alerts, or auto-fill related fields. 🔄 Example: When category = Software, show the Software Name field. 3️⃣ 𝐨𝐧𝐒𝐮𝐛𝐦𝐢𝐭 – "Guard the gate before saving" 🔸 Runs just before the form is submitted. 🔸 Used for validation or to prevent submission. 🚫 Example: Prevent submission if Short Description is empty. 4️⃣ 𝐨𝐧𝐂𝐞𝐥𝐥𝐄𝐝𝐢𝐭 – "Handle quick edits in list view" 🔸 Runs when a cell is edited directly in list view. 🔸 Handy for dynamic updates on inline changes. ✏️ Example: Auto-update Assignment Group when State changes in the list. 💬 Pro Tip: Use client scripts wisely — too many can slow down the form and confuse users. Think performance + UX. 💡 📦 With ServiceNow, it’s not just about automation — it’s about making workflows intuitive. #ServiceNow #ClientScripts #DigitalUX #ITSM #LowCode #Automation #TechTips #WorkflowMagic #ServiceNowDevelopment

𝗪𝗵𝗮𝘁 𝗴𝗲𝘁𝘀 𝗶𝗻 𝘁𝗵𝗲 𝘄𝗮𝘆? Part 2 of my behind-the-scenes look at how I create client-centric messaging. We all want to win the day and become the hero of our own story. My clients* do too… which means they must overcome an obstacle. *consultant, coach, or professional service provider 𝗢𝗯𝘀𝘁𝗮𝗰𝗹𝗲 𝗣𝗮𝗿𝘁 #1 𝗪𝗵𝗮𝘁 𝗸𝗲𝗲𝗽𝘀 𝘁𝗵𝗲𝗺 𝗳𝗿𝗼𝗺 𝗴𝗲𝘁𝘁𝗶𝗻𝗴 𝘄𝗵𝗮𝘁 𝘁𝗵𝗲𝘆 𝘄𝗮𝗻𝘁? (these are actual statements from my clients) • Success didn’t bring me happiness. There has to be more I can do for the rest of my life. • I need to finish this certification, build a website, get some more experience • I don’t know what I should put in my video or social media post. • I know where I want to go but I don’t know how to get there. • I don’t know how to talk about what I do. • I don’t know what makes me different. • I know I should be farther along. • I don’t like being on video. • I’m not very good at sales. • I don’t know who I am. • I’m not ready. 𝗢𝗯𝘀𝘁𝗮𝗰𝗹𝗲 𝗣𝗮𝗿𝘁 #2 𝗛𝗼𝘄 𝗱𝗼𝗲𝘀 𝘁𝗵𝗶𝘀 𝗽𝗿𝗼𝗯𝗹𝗲𝗺 👆👆👆 𝗺𝗮𝗸𝗲 𝘁𝗵𝗲𝗺 𝗳𝗲𝗲𝗹? There’s a wide range of emotions that can be tied back to these problems. These emotional words are magic in your messaging. My goal is to identify as many as 6-8 emotions connected to one particular problem. (pssst…only use 1-2 at a time) Why so many? They make your message come to life and connect with your audience. You get their attention if you identify how they feel. They can be used everywhere -websites, social posts, sales pages, keynotes, emails, elevator pitches, discovery call conversations and more. Actual emotions expressed by my clients Overwhelmed…Hesitant…Stuck…Directionless…Small/Insignificant…Frustrated… Powerless…Confused…Ill-equipped…Invisible…Anxious…Worried…Faking it… 𝗢𝗯𝘀𝘁𝗮𝗰𝗹𝗲 𝗣𝗮𝗿𝘁 #3 𝗬𝗼𝘂𝗿 𝗺𝗲𝘀𝘀𝗮𝗴𝗲 𝘄𝗶𝗹𝗹 𝗯𝗲 𝘀𝘁𝗿𝗼𝗻𝗴𝗲𝗿 𝗶𝗳 𝘆𝗼𝘂 𝘁𝗮𝗸𝗲 𝗮 𝘀𝘁𝗮𝗻𝗱 𝗮𝗯𝗼𝘂𝘁 𝘁𝗵𝗮𝘁 𝗽𝗿𝗼𝗯𝗹𝗲𝗺. Imagine you are their advocate and you want to shout from the rooftop why they deserve better. Let’s review: 1. Identify what your audience has to overcome 2. Pinpoint the  emotion(s) they experience as a result 3. Speak up about it to let them know you are on their side. PRO TIP: How do you find out this information? ASK!!! Yes, have a real conversation with your favorite client types. Dig deep to pinpoint the problem that’s really holding them back. Record it if you can (for your review only) Transcribe the EXACT words they use to attract more of the same type of client. You’ll stop wasting money with a message that doesn’t speak to them. It’s worth the extra time it takes to do this. No time? Not sure how to have those client interview conversations? Check out my connection, Tom Herman, to get this off your plate. #messaging #idealclient #problemsolving #customercentric