Communication That Closes Deals with Leslie A.M. Smith

This week on Call The Damn Leads, I got to chop it up with Leslie A.M. Smith—a PR expert, communicator, and all-around badass when it comes to teaching people how to connect, convert, and keep customers through intentional, empathetic communication.

Leslie’s been in the game for 30+ years helping businesses dial in their message, align marketing with sales, and navigate the chaos of customer experience. She’s seen the good, the bad, and the absolute dumbest communication mistakes—and today, she’s dropping gems for anyone who wants to close more deals without turning into a robot or a liar.

From mirroring language and emotional intelligence to the importance of I-statements and AM/FM alignment, this episode is a masterclass in sales psychology and customer retention.

🔥 Episode Highlights

🎧 AM/FM Communication

Leslie drops the concept of “Same Airspace, Different Wavelengths”—where two people are talking but not understanding each other. If your prospects aren't responding, chances are you're speaking on the wrong frequency.

🧠 AI Can’t Replace EQ

We talk about the trap of AI bots and automated responses. Real people want real humans who listen and care. Period.

🎯 Sales Scripts Need Empathy

Using empathy phrases like “That must be frustrating” instantly diffuses tension. If your sales script doesn’t include that, you’re missing the magic.

🛑 Avoid the “You” Trap

Leslie teaches the power of I-statements in de-escalating tough conversations. Stop blaming the customer. Say “I want to help you…” instead of “You’re doing it wrong.”

🤝 Marketing & Sales MUST Align

You can't promise one thing in your ads and deliver another in your sales pitch. Walk the customer journey yourself. If you wouldn’t buy from your own funnel, why should anyone else?

🔁 Mirror to Connect

From matching posture in person to echoing exact words in a proposal—mirroring builds trust and authority. And fun fact: those who don’t mirror? Might be sociopaths (not kidding!).

💡 Key Takeaways

• Active listening beats aggressive pitching.
  You don’t win deals by talking—you win them by hearing exactly what the other person is struggling with.
  
  

• Words matter.
  “Frustrated” isn’t the same as “angry.” Use the same words your customer uses.
  
  

• People want to feel heard, not sold.
  Every sales call, every proposal—it's your chance to reflect what matters to them.
  
  

• Align your brand across all touchpoints.
  Your customer experience starts the moment they see your ad—and it better match what happens when they call.
  
  

• Your team represents the brand.
  Train them to handle things with grace, curiosity, and human connection—not robotic policy recitations.
  
  

• Own your mistakes, then overdeliver.
  When something goes wrong, show up big. Leslie calls it “equal and opposite reaction.” Turn mistakes into lifetime loyalty.
  
  

• Every business is an experiment.
  Pay attention to feedback and be willing to retool, rename, or reboot if it’s not working.
  
  

🔗 How to Connect with Leslie A.M. Smith

Leslie is helping businesses of all sizes rewire how they communicate—internally and externally. She's available for consulting, speaking, and will soon be dropping a new line of communication classes.

📚 Book: Newton’s Laws of Promotion
🌐 Website: https://www.mccormickla.com

 📧 Email: leslie@mccormickla.com

📣 Call to Action

🎧 Laughed or learned something today? Then do us both a favor:

• Share this episode on social media

• Tag Leslie and me

• Drop a 5-star review

• Send it to someone who needs help in the customer service department

• Or just go out and Call The Damn Leads like your commission depends on it—because it does.
  
  

🎯 Call to Action

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