I learned about the D I S C model in a Ziglar seminar a few years back, given by Bryan Flanagan.  I don't get a cent for this, but I bought an 8 cd set, this is covered in a few of the modules.  It's something that I have internalized over time, so it's gotten to the point that in conversation with a prospect, it just comes out. 

For example, I work with a lot of business owners.  Some might be more demanding, 'Donald Trump', cut to the chase types, others, such as architects, are more methodical.  Using these tools enables me to deliver information to them more effectively--be it more high-level bullet points, or a more detailed, slow approach. 

On a first call, I typically start out in one more neutral position, and then quickly listen to the tone of voice, questions in return, etc, and make changes as necessary.  Bryan explains this in good detail in the cds.  He gives examples of phrases that can be used effectively to bring out the prospect from a defensive position to one that is more open to receive information.  I've tried to share this with other younger advisors, because I think we've all heard people on the phone (and been there ourselves) where we are blathering away, without making a solid connection with the prospect.  In short, it has helped me deliver information more effectively to more people. 

I went to a presentation on DISC. I thought it was all a bunch of psycho babble, just like most of the paid speaker junk I've seen over the years.

All clients are looking for three things. Remember this.

They want you to be trustworthy, knowledgeable, and want to like you.

Be those three things, and you'll form incredibly strong client relations. If you are struggling with a client, figure out which of the three that is weak between you and the client, then work on it.

If you, or anyone else reading this, doubts this... Think about how you deal with professionals as a customer, and think about it from the other side of the fence. Those three things, they are the difference between a customer and a life long client. If you liked your and mechanic, and you trusted him, AND he was knowledgeable, would you EVER leave him/her?? Would you really care about his style, politics, aggressive/passive or whether he had red or blue hues in his office decor??

Yes. IN A WORLD ... of phone menus, email spam, and look-alike products ... what we really have to offer is our humanity.