We use a term in the car business called "Load their lips." Because I can't teach a salesperson every possible scenario they may encounter when working with a customer; I'll "load their lips" with what to say and expect.
One of my favorite quotes from Seth Godin is, "People don't believe what you tell them. They barely believe what you show them. They often believe what their friends tell them, and they always believe what they tell themselves. Leaders give them stories they can tell themselves about the future and change. Your job as a leader is to give them something different to tell themselves."
People talk about past and present, and neither one often treats them very well. Your job is to "load their lips" with a future of hope and change.
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