The Words That Change Deals, Decisions & Real Estate Outcomes with Phil M Jones

This is one of our most impactful episodes ever, Ben Brady sits down with global sales authority and bestselling author  @PhilMJonesUK  whose book Exactly What to Say has reshaped how professionals communicate, influence, and guide critical decisions. This conversation became our most downloaded episode for a reason — it’s timeless, tactical, and brutally relevant to every agent navigating today’s complex real estate landscape.Phil breaks down the foundational idea behind his work: that the difference between good and great agents often comes down to knowing exactly what to say, when to say it, and how to make it count. He reveals why real estate professionals consistently struggle with unlearning outdated habits, how language choices impact trust, and what separates the agents who thrive from those who get left behind in shifting markets.Ben and Phil go deep into the psychology of buyers and sellers — fear, regret, indecision, ego — and how the best agents create clarity in moments where clients feel most overwhelmed. From mastering conversational “prefaces” to turning black-and-white questions into productive gray areas, Phil shares the precise word patterns that help agents de-escalate tension, unlock truth, and confidently guide clients through high-stakes decisions.If you’ve ever wanted a practical blueprint for influencing without manipulating, communicating without conflict, and winning clients through trust rather than pressure… this is the episode.⏱️ Timestamps & Key Topics[00:00:00] – Holiday rerun intro & why this episode still matters[00:00:51] – Why Phil Jones’ frameworks resonate years later[00:02:34] – The difference between good and great communicators[00:04:49] – Why agents struggle with unlearning old habits[00:06:50] – Scripting vs. real conversations in real estate[00:09:07] – The three questions every client is trying to answer[00:12:10] – The mindset shift agents must make in today’s market[00:17:01] – Why hard conversations get avoided — and what it costs[00:23:35] – Influence vs manipulation: the real difference[00:27:10] – How to enter conversations through the “side door”[00:32:48] – The power of softening statements (“Could it be possible…”)[00:37:08] – The famous Phil Jones pen story: articulating real value🔗 Related ResourcesFor more information on Harcourts Auctions and how we help Agents feel free to visit: 🌐 https://www.harcourtsauctions.comLearn More About Phil M. JonesWebsite: https://www.philmjones.comExactly What to Say (book): https://www.exactlywhattosay.comInstagram: https://www.instagram.com/philmjonesukYouTube: https://www.youtube.com/@PhilMJonesLinkedIn: https://www.linkedin.com/in/philmjonesConnect with Harcourts Auctions & Ben BradyFacebook: https://www.facebook.com/BenbradyharcourtsLinkedIn: https://www.linkedin.com/in/ben-brady-0b223517Instagram: https://www.instagram.com/harcourtsauctionsFacebook: https://www.facebook.com/HarcourtsAuctions