What good sounds like
Clear, useful language
“You said the handoff feels unreliable because the note often misses the promised date. Did I understand that correctly?”
“When you say follow-up gets messy, can you give me one recent example?”
The six-step call
LISTEN
Let the answer finish. Name the important fact and the feeling without adding a claim. If the answer is vague, ask for one example instead of making an assumption.
The standard
What this step must do
Let the answer finish. Name the important fact and the feeling without adding a claim. If the answer is vague, ask for one example instead of making an assumption.
What bad sounds like
Language to stop and retry
“I know exactly what you mean. Every service company has that problem.”
“So the real issue is that your team is disorganized.”
Buyer drill
Practise with Adam and Eve
Eve gives a long answer with one important fact, one feeling, and one vague phrase. Let her finish, reflect the fact and feeling, then ask for one example.
No real customer is ever contacted during practice.
Reflection
Use evidence from the drill
Which words belonged to the buyer? Which words did you almost add?
The complete call
Move through all six steps
The learning circle