Our first day in Napa, we checked out the resort grounds and wandered into the spa. We started talking with Denise Spanek, a former esthetician who is CEO and founder of Air Repair, a skin care system created to combat the effects of flying and travel on your skin. I smelled a sales pitch and was ready to feel uncomfortable and back away. But I didn’t have to.
Ms. Spanek was an energetic entrepreneur working hard to establish and differentiate her product in a competitive marketplace. It was fun to hear about her hard work and subsequent success. But I was especially impressed with how she interacted with us.
Although we were all actively conversing, each time my husband or I started to speak, she stopped. Abruptly. Immediately. Her silence gave us the opportunity to provide our experience and insight while she listened. It made us feel like what we thought mattered.
I love to get excited and talk. I show people I’m interested by asking questions and speaking words. But in this case, silence was golden. Silence showed me that Ms.Spanek cared about us. It allowed my husband and me to justify our need for her product together.
The silence was perfect. It was respectful. It closed the sale.