Line Time

Replace Small Talk With ‘Big’ Talk When Meeting a Customer

Ditch “How are you?” for questions that actually connect.

Published

3 hours ago

January 19, 2026

Big Picture Staff BIG PICTURE Jan-Feb 2026 Issue

The right opening question makes a big difference when making “small talk”. IMAGE: GENERATED BY MIDJOURNEY

“Are you working on anything exciting lately?”

WHEN TO SAY IT: Early in any customer interaction, instead of default small talk.

WHY SAY IT: “How’s work?” gets you “Fine.” “How are you?” gets you “Good.” These are conversational dead ends. But “big talk” questions — ones that invite reflection — make you memorable. They engage customers personally, reveal what matters to them, and give you fuel for the sale. The alternative version: “What was the highlight of your day?” Both work. Both stick.

SOURCE: Judi Holler, author of “Fear Is My Homeboy”

Related Topics:customer service Featured sales tips

Big Picture Staff

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