Leading with Empathy: The Secret Weapon of Top Performing Salespeople

The Best Salespeople Show Up Human

We shared that in real life, we don’t script empathy. Have you considered this? 

We don’t respond to "I think we might have to move because my mother-in-law is moving in with us,” with, "So how many square feet are you looking for?"

We pause. We lean in.

We say:

“What’s going on?”
“Is everything okay?”
“I’d love to hear more about that.”

Because we know this: The best salespeople aren’t just selling homes—they’re showing up as humans. They’re meeting people exactly where they are in situations that often come with a great deal of complexity. 

In sales, it’s easy to get caught up in the numbers, sales targets, and closing techniques. But the real magic happens when we remember the person sitting across from us. When we take a moment and choose presence over pressure.

Whether you're on the front line, managing a team, or leading a division, empathy isn’t just a nice-to-have—it’s a differentiator for you and your team. 

Here are a few reminders that help us lead with heart and impact:

1. Empathy is the Strategy

Before we solve a problem, let’s understand it. Ask questions that show you care—not just about the deal, but about the why behind it. 

What questions are you using to flex your curiosity? Here are a few examples:

• "How are you feeling about everything?" (Recognize that while some big life changes may be a celebration for some, but challenging for others)
  
  
• How does your mother-in-law feel about the big move?" 

• "Let me ask, what’s not working in your current home to meet the specific needs of your mother-in-law?"

2. People Remember How You Made Them Feel

Scripts don’t stick. Emotions do. When people feel seen, heard, and respected, they come back—and they tell their friends.

The wise Maya Angelou said it best,

“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” 

Take a moment to reflect on your own experiences whether as a consumer or a customer. 

What stories do you remember most? I would bet that there’s an emotion connected to it. 

3. Every Interaction is a Moment of Impact

Whether you're greeting someone at the door or guiding them through design selections, how you show up matters. Every touchpoint, each member of your team, no matter what stage of the process has the power to make a positive impact.

How do you and your team show up for your buyers? 

4. Sales Is Service

We’re not just here to hit a goal—we’re here to serve our customers at one of the biggest decision points of their lives. That’s a privilege. Treat it like one.

Take a moment to reflect on why you took this job in the first place. Was it for financial stability? To help your community grow? Or maybe it started as something less serious.

But here’s the thing—when we reconnect with our “why,” we often rediscover who we’re doing it for.

Sales doesn’t just serve our customers—it serves us, too. Making a real impact in the lives of others is one of the most rewarding parts of this work.

So lean all the way in.

5. Be a Human First, Salesperson Second

It sounds simple, but it’s where trust begins—and where lifelong customers are made.

We saved this one for last for a reason. It is undervalued, underutilized, and underwhelming in most sales offices.

Want to stand out? Set yourself apart?

Be a human first. 

At Impact Eighty-Eight, we believe real impact is available to anyone bold enough to show up with purpose and lead with heart.

And the best part? You don’t need permission to do it.

Just show up human.