What Should We Do? Lesson 18 – Be On Code: The Connection Formula
by Joe Crisara

I once sat next to a guy on a flight who spent the first hour typing away on his laptop. No eye contact. No “hi.” Just business.

Halfway through the flight, turbulence hit — bad enough to make everyone grab their armrests.
He looked over and said, “Man, this is rough,” and we both laughed nervously.

That tiny moment of shared humanity broke the wall.
We ended up talking for the rest of the flight - about business, family, and life.
By the time we landed, he had invited me to train his company.

Here’s what hit me:
We’d been sitting just 18 inches apart for an hour, yet we didn’t connect until something emotional entered the picture.

That’s when I realized - connection isn’t about proximity, it’s about energy.

And in the service industry, that energy determines whether a customer feels safe enough to trust you… or can’t wait for you to leave.

 
What It Means to Be “On Code”
In Pure Motive Service, being On Code means aligning your energy, empathy, and communication with the emotional state of your client.

If you’re not on code, you’re not connecting.
And if you’re not connecting — you’re not closing.

Clients decide emotionally first and logically second. When they feel seen, heard, and safe, they’re far more likely to trust your expertise and follow your recommendations.

 
The Laws of Connection
Joe Crisara teaches that three universal forces drive meaningful connection in sales conversations:

1️⃣ The Law of Connectivity
People like to buy from people they like and trust.
When you take the time to ask genuine personal questions and listen to their story, you move from being a salesperson to a trusted advisor.

2️⃣ The Law of Obligation
When you show care without expectation, clients feel a natural pull to reciprocate.
It’s not manipulation - it’s human nature. The more you invest in understanding them, the more they’ll invest in you.

3️⃣ The Law of Balance
Most service pros lead with logic, but clients buy with emotion.
Balance your technical expertise with empathy — address how the problem affects their life, not just their system.

 
Practical Ways to Build Connection
✅ Start every visit by noticing something personal about their environment - a family photo, a pet, a hobby.
✅ Listen more than you talk. Use silence as a tool to let people open up.
✅ Mirror their tone and pace - if they’re calm, be calm. If they’re energetic, match that energy.
✅ Ask personal questions that build trust early, not after the price.

 
The Takeaway
When you combine Connectivity + Obligation + Balance, you stop selling products and start building relationships.

That’s what it means to be On Code.

It’s about creating radiant energy that warms your clients instead of blowing them away with pressure.

 
Join the Conversation
Want to go deeper into this concept?
???? Watch Lesson 18 – “Be On Code: The Connection Formula” inside the MVP Club, where Joe Crisara breaks down exactly how to engineer real connection in your calls.

MVP Club live sessions stream every Wednesday at 12 PM Pacific.
Join the club, master the Pure Motive mindset, and level up your communication every week.

Learn More About the MVP Club → CLICK HERE