People want to feel HEARD.

Well. Yesterday I was on the phone with an insurance company about a claim we’ve made under our travel insurance. Far. Out. The thing with everyone is that they want to feel heard and understood. They may not like the advice (such as we can’t help you, suck it up and do it anyway and even trust the process). One of the best things I learned at The Bank was a complaint resolution process. I’m going to share a quick bit about this with you today, so enjoy the replay and implement this in any way possible in your sales conversations, your marketing, your calls, your complaints and anywhere else that people find you and interact with you.