What you actually said, versus what the client heard you say
Clients can hear something completely different to what you actually say. It depends on a lot. A generally hazy notion of what it is you are talking about, coupled with a desire not to look foolish by asking basic questions, and further confused perhaps by something a friend said before or after the meeting.
One practical example: I bumped into a friend recently who knows nothing about insurance but noticed I was quoted in an article on the subject of Total and Permanent Disablement insurance.
What they remembered was “you think TPD is a load of rubbish.”
I corrected them immediately – I own TPD cover, and actually think it is quite important. But I had to go back to the office and look up the article immediately and check if I was misquoted. I was not: I had supported the idea of good cover in this area. So why was my friend’s memory so poor?
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