Menu

Tag: factfinding

5 Listening Diseases and the Cure

November 22, 2019
| No Comments
| Categories: Business to Consumer, Customer Care

5 Listening Diseases and the Cure Interruptitis Interrogationitis Premature Solutioneering TAABB Question Absenteeism Have you ever been infected? All of us have been from time to time, we take a cure, but the disease is virulent and will return. Follow these tips to ensure you incubate yourself from all five in the future. Interruptitis My daughter, who is now 18, was inflicted with this in her early years. Kept interrupting her mother at the dinner table, until she was told to stop disrupting. Meanwhile, her brain was not listening but…

Read More

The Art of the Conversational Factfind

May 8, 2018
| No Comments
| Categories: Business to Consumer

Many of my customers and clients are in the mortgage industry and are plagued with dull, listless factfinding missions. My current crusade is to eradicate this disease and turn them into conversations, not interrogations. Here’s some top tips to help: When the customer tells you their occupation, respond with “That sounds difficult, how do you do that?” It’ll spark a whole lot more. Paraphrase their conversation regularly. Don’t just summarise, test your understanding as well periodically. I’ve found top performers do this more than just summarise. Smother the customer with…

Read More