The client who ghosted you was not confused. They were bracing for impact. Here is what to do about it.
Loan officers, real estate agents, bank and credit union teams, and the leaders who run their sales meetings.
What they walk away with
- Why capable, qualified buyers go quiet, in the buyer's own words from six years of research
- The TRUST Framework: five steps for turning friction into a client who comes back
- A script for the first conversation with someone who has already decided not to trust you
- How to tell avoidance from disinterest before you write off a lead
- One thing to change on Monday, chosen live with the room
Abstract
Two lengths, ready to paste into a program.
Only one in eight first-time buyers trusts a housing professional not to take advantage of them, and the rest research alone until they stall. Drawing on six years of NextGen research and her early career in social work, Kristin Messerli shows how the modern buyer actually experiences the mortgage and homebuying process, and hands the room her TRUST Framework: a five-step system for turning friction and avoidance into connection, confidence, and a closed deal.
Today's professionals are losing business not because of their products or their prices. They are losing it to a trust deficit. First-time buyers arrive overwhelmed by choice, paralyzed by information, and deeply skeptical of financial institutions. Only one in eight trusts a housing professional not to take advantage of them. Sixty-three percent feel overwhelmed by homebuying information, and forty-two percent put off talking to a professional because of it.
Kristin Messerli has spent six years measuring exactly how millennials and Gen Z feel about money and homes, with more than 10,000 respondents. Before that she was a social worker, building trust with people who had stopped giving it away. In this keynote she connects the two: what the data says about why capable buyers stall, avoid, and disappear, and what a trauma-informed approach to trust looks like in a sales conversation.
The room leaves with the TRUST Framework, a five-step system for transforming client friction into connection, confidence, and closed deals, plus a script for the first conversation with someone who has already decided not to trust you.
The numbers behind it
“Kristin killed it at our event. She brought equal parts education, facts, coaching, and humor. Highlight of the event.”