Lesson 21 – Magic Moments

Lesson 21 – Magic Moments
by Joe Crisara, America's Service Sales Coach

The Power of Making Someone Feel Seen
Last month in Philadelphia, I went on a call that I’ll never forget.

The homeowner, Eleanor, had called about a baseboard problem. We were still near the door when a man suddenly shouted, “Get him out of here!”

I paused and said softly, “Eleanor, it seems like it’s not a good time for me to be here.”

She shook her head and said, “Come on upstairs. I’ll tell you what’s going on.”

Upstairs, she confided, “My husband, Harry, was a professor at Princeton. He has Alzheimer’s now… I love him so much, but it’s hard.”

I replied, “Eleanor, I hope if I’m ever in Harry’s condition, my wife loves me as much as you love him.”

She wiped away tears. “Thank you, Joe. That means a lot.”

That was a Magic Moment.

Not because I said something special, but because I saw her — the human being behind the homeowner.

 
What Is a Magic Moment?
A Magic Moment is when your client’s self-perception improves because you’ve sincerely acknowledged their effort, sacrifice, or care.

It’s not small talk.
It’s not manipulation.
It’s connection.

When you make someone feel seen, valued, and appreciated - without expecting anything in return - two things happen instantly:

1️⃣ Their trust in you skyrockets.

2️⃣ Their hesitation fades.

And that’s why, inside every Service MVP Coaching call, we train you to listen for what’s unsaid - to find the code, the emotion, the spark that turns a service visit into a human conversation.

Because when you can connect at that level, everything else in your business - from sales to retention - gets easier.

 
The 4-Step Formula for Creating Magic Moments

1️⃣ Create the moment:

          “Can I just say something?” (Pause.)

2️⃣ Praise the effort:

          “I really admire the effort you’re making to take time off work to get the heat fixed for your family.”

3️⃣ Share how it makes you feel:

          “It makes me feel good to see someone so committed to keeping their family safe.”

4️⃣ Say thank you:

          “Thanks for sharing that with me.”

It’s simple, but powerful and we practice this live during every Total Immersion and Performance Coach Leadership event, so you can learn how to create real Magic Moments on-the-spot with customers.

 
Why It Works
Inside every client is a tug-of-war between logic and emotion.

Logic asks, “Do I need this?”
Emotion asks, “Am I worth it?”

Magic Moments calm that conflict by showing clients that they are worth it - that their care, sacrifice, and effort matter.

That’s the moment when “I need to think about it” turns into “I’m ready.”

 
Your Challenge This Week
On your next five calls:

Listen for victories and struggles.

Use the 4-step formula.

Watch how trust and tone shift almost instantly.

Then bring your experiences to your next coaching session or MVP Club Live Q&A — we’ll help you refine the timing and language to make your moments even more natural.

 
Ready to Go Deeper?
Join the MVP Club to watch Lesson 21 in full and see real examples of Magic Moments in action.

And if you’re ready to take this skill from concept to habit, attend our next Total Immersion Training — where you’ll practice Magic Moments live, with feedback from certified Service MVP coaches.

Join the MVP Club Today
Reserve Your Seat for Total Immersion
Watch Last Week's Lesson 20 – Understanding & Using the Client’s Buying Codes