Why I Stopped Talking Numbers First With Homeowners

[David Litt]

I once met a homeowner facing foreclosure and jumped straight into the math — equity, arrears, options. They shut down instantly. Later, I realized they didn’t want spreadsheets — they wanted someone to listen first.

Now, I lead with: “What’s your biggest concern right now?” It completely changes the tone. Sometimes it’s money, sometimes it’s time, and sometimes it’s just not wanting to move their kids mid-school year.

Anyone else had a moment like this, where shifting your approach unlocked better conversations?