Challenge Customers like options. It gives them room to think, and keeps them in control along the way. This does not just mean options at the very end on how they want to proceed, but options at every sensible point along the journey (right down to when you agree to speak next). But options can’t […]
Communicating options to customers Read More »
Challenge Sometimes there are moments of discomfort during parts of conversations. Often, we don’t want to feel like we’re being pushy, annoying or unlikeable. And we try hard to preserve our self-image of being nice, intelligent, and more likeable. But it can cause a lot of other problems that make life much harder for ourselves
A major blindspot for many (nice and intelligent) engineers Read More »
Challenge Sometimes we ask or tell the customer to do something and there’s hesitance. Sometimes there’s reluctance on our part to address a part of a conversation because we feel awkward. This simple technique tackles both. Solution Video: 3 m 01 s Actions Just start building this one as habit by using it more often!
Helping the customer to overcome inertia and reluctance Read More »
Challenge Other people don’t think like you do! And they don’t make decisions in the same way. So when talking to other people, your life’s work getting used to how YOU think, use logic, and decide is…problematic! (Ever wondered why on earth the person you’re talking to isn’t using (your) logic?) No. They’re using theirs.
Helping customers to think and decide Read More »
