Tip 27. Feel. Felt. Found.

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Have you ever had to call the cable company because your cable was out? After waiting for what seemed like an eternity (it was), a customer disservice rep finally got to you.

It had been days since you had service and the state of your mental health was becoming questionable. You were about to flip out, rather than flip through, your channels. After stating what the problem was, the cable company told you that you couldn’t possibly be right, and then started to argue with you.

Not the kind of kid glove treatment you were hoping for.

If one of your customers ever calls and is unhappy, listen intently to what they are saying. Agree with what they are saying and acknowledge what they are feeling. When you do this, notice how quickly and easily the situation clears up.

Here is a technique to use:

• “I understand how you Feel…” (I hear you. I get how you feel. You have a right to feel that way. I would be
upset too!)
• “I Felt the same way…” (I understand. I get it. I was in the same boat as you are.)
• “What I Found out was…” (It turned out okay for me and it will for you too!)

It’s an old sales technique that can be used in any situation. People just want to be heard, listened to, and acknowledged.

Customers do. Employees do. Don’t you?

© Greg Vetter 2017. All rights reserved.


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