Hear a personal story from Myra on how the feel-felt-found method can convince even the toughest customer. Myra helps you uncover how this three-step method allows you to overcome objections and position most outcomes positively.
- My dad had complete kidney failure and he flat out refused treatment. His doctor nodded understandably and said, "I hear ya, my dad didn't want dialysis either. "He didn't want the hassle or to commit to treatment "three days a week. "But my mom got him to agree to try it just once. "He found it wasn't so bad. "Six years later, he's still doing dialysis "and living an active life." What this doctor did was he used the tried and true feel, felt, found technique to get my dad to consider an option and it worked. Three days later my dad tried dialysis and he found it wasn't as difficult as he imagined. Feel, felt, found can help you move customers to openness or acceptance of an option they were initially against. Let's say that to file a claim your customer has to send photos of the damage. Imagine this customer is older and not tech savvy. The customer tells you he doesn't have time to figure out how to upload and email photos. Using feel, felt, found here's how you can move this customer to a positive place. Feel, show empathy to let the customer know you get their concerns. I know sending photos of the damage feels like an extra tedious step. Felt, explain that other customers have felt the same way your customer now feels. A lot of customers think uploading photos will be hard. And then go right into the last step, found. Show the customer how others found an easy option that worked. But this is as simple as snapping the damage with your phone and then texting it to us. I've had some people tell me it's easiest just to have one of their kids do this. With feel, felt, found you're using empathy and understanding to move customers past resistance. Think of this approach as zeroing in on the customer's pain point and speaking to that point in a way they can relate.