You’d have a hard time telling by my posts (let alone my Twitter stream), but I’m supposedly a psychologist or something, so I thought it was time I did a little psychologizing here on the Moz blog. One thing I like to think I’ve learned over the years is the subtle art of persuasion – not the manipulative, why-won’t-my-clients-be-reasonable variety, but the art of communicating in a way that helps promote win-win situations with clients, prospects, and partners.
This post is the first in what could be a series (if you like it) about the art of professional persuasion. Whether it’s your boss, client, prospect, co-worker, or website visitor, your success often hinges on the ability to communicate persuasively.
The Yes/No Question
Every web designer has a version of this story – you work your little fingers to the bone to come up with the perfect design, research your client’s color preferences, industry competitors, and TiVo playlist, finally present your masterpiece to them, and then gasp in horror as they rip your baby to shreds like a pack of wolves on tainted Slim Fast. What happened? Whether you realize it or not, you forced your client against a wall by asking them a Yes/No question:
On the one-hand, you have your design, and on the other hand, nothing. Your client can only approve or disapprove. If they approve, great; if they don’t, then they start to do what all people do: rationalize their decisions. On a gut level, there’s something about your design they don’t like, so they look for things to pick apart. You (naturally) get defensive, and it’s all downhill from there.
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