I got punched by a little old lady

She was quick.

Didn’t see it coming. Little tap to the chest, more surprising than painful.

She had dementia and was scared.

And here’s the interesting part.

That was the only time I ever had an issue with a patient.

Some paramedics fought with patients all the time. I almost never did.

Not because I was stronger.

Because of how I communicated.

If someone didn’t want to go to the hospital, I never said, “You have to come with me?”

Instead, I’d say, “You can come with me in the ambulance, or you can go with that police officer.”

They always chose the ambulance.

Every time.

Because people want choice.

Even when the outcome is the same.

Take away someone’s autonomy and they resist.

Give them a choice and they move forward.

We’re no different in business.

As mortgage brokers, we do this all the time without realizing it.

We ask, “Do you have any questions?” That’s a yes or no.

Instead, ask, “What questions do you have for me?”

We ask, “Can I get your number?”

Instead, ask, “What’s the best number to reach you at?”

We say, “Let me know what you think.”

Instead, ask, “How would you like to move forward?”

Small shifts.

But they change the entire conversation.

This is choice architecture.

You’re not forcing a decision.

You’re guiding one.

And when people feel like they’re choosing, they stop resisting.