The Tipping Point

Tom Gau is a financial pla

Gau is in his forties. He is good-looking, without being pretty at all. He is of medium height, lean, with slightly shaggy dark hair, a mustache, and a little bit of a hangdog expression. Give him a horse and a hat and he'd make an excellent cowboy. He looks like the actor Sam Elliot. When we met, Gau shook my hand. But as he told me later, usually when he meets someone he gives him a hug or — if it is a woman — a big kiss. As you would expect from a great salesman, he has a kind of natural exuberance.

"I love my clients, okay? I'll bend over backwards for them," Gau said. "I call my clients my family. I tell my clients, I've got two families. I've got my wife and my kids and I've got you." Gau talks quickly, but in fits and starts. He's always revving up and gearing down. Sometimes when he is making an aside be will rev up even further, as if to put in his own verbal parentheses. He asks lots of rhetorical questions. "I love my job. I love my job. I'm a workaholic. I get here at six and seven in the morning. I get out at nine at night. I manage a lot of money. I'm one of the top producers in the nation. But I don't tell my clients that. I'm not here because of that. I'm here to help people. I love helping people. I don't have to work anymore. I'm financially independent. So why am I here working these long hours? Because I love helping people. I love people. It's called a relationship."

Gau's pitch is that his firm offers clients a level of service and expertise they'll have difficulty getting anywhere else. Across the hall from his office is a law firm, affiliated with Kavesh and Gau, that handles wills and living trusts and all other legal matters related to financial pla

I can imagine someone buying this script book and memorizing each of these potential responses. I can also imagine that same person, over time, getting familiar enough with the material that he begins to judge, very well, what kinds of responses work best with what kinds of people. If you transcribed that person's interactions with his clients, he would sound just like Tom Gau because he would be using all of Tom Gau's words. According to the standard ways by which we measure persuasiveness — by the logic and appropriateness of the persuader's arguments — that should make the people using the script book every bit as persuasive as Tom Gau. But is that really true? What was interesting about Gau is the extent to which he seemed to be persuasive in a way quite different from the content of his words. He seems to have some kind of indefinable trait, something powerful and contagious and irresistible that goes beyond what comes out of his mouth that makes people who meet him want to agree with him. It's energy. It's enthusiasm. It's charm. It's likeability. It's all those things and yet something more. At one point I asked him whether he was happy, and he fairly bounced off his chair.

"Very. I'm probably the most optimistic person you could ever imagine. You take the most optimistic person you know and take it to the hundredth power, that's me. Because you know what, the power of positive thinking will overcome so many things. There are so many people who are negative. Someone will say you can't do that. And I'll say, what do you mean I can't do that? We moved up to Ashland, Oregon, a little over five years ago. We found a house we really liked. It had been on the market for some time and it was a bit expensive. So I said to my wife, you know what, I'm going to make a ridiculously low offer. And she said they're never going to take that. I said, maybe not. What have we got to lose? The worst thing they can say is no. I'm not going to insult them. I'm going to give them my little pitch of here's why I'm doing this. I'm going to make it clear what I'm suggesting. And you know what? They accepted the offer." As Gau told me this story, I had no difficulty at all seeing him back in Ashland, somehow convincing the seller to part with his beautiful home for a ridiculous price. "Gosh darn it," Gau said, "If you don't try, you'll never succeed."

The question of what makes someone — or something — persuasive is a lot less straightforward than it seems. We know it when we see it. But just what "it" is not always obvious. Consider the following two examples, both drawn from the psychological literature. The first is an experiment that took place during the 1984 presidential campaign between Ronald Reagan and Walter Mondale. For eight days before the election, a group of psychologists led by Brian Mullen of Syracuse University videotaped the three national nightly news programs, which then, as now, were anchored by Peter Je

The results were fascinating. Dan Rather scored 10.46 — which translate to an almost perfectly neutral expression — when he talked about Mondale, and 10.37 when he talked about Reagan. He looked the same when he talked about the Republican as he did when he talked about the Democrat. The same was true for Brokaw, who scored 11.21 for Mondale and 11.50 for Reagan. But Peter Je