What you SAID and what they HEARD

Unknown

you know HB, that's probably exactly right... same reason $3.99 doesn't seem cheaper than $4.00 if you are paying attention, but if you're not, it's "about three bucks".

Maybe it's best to give a range with explicit numbers. "At least $6,000... maybe as high as $8,000." Of course, then you box yourself in...

John R. Hall

Spin off of Mark Hunt's thread

How's this for a thread: What you said to your customer and what they claim they heard you say. Example:

You - "We'll have to order the part and it may take a few days."

Customer - "I'll call around and have the part tomorrow morning."

I know that's a lame example but I'm sure Wallies can come up with some doozies. The best will probably appear in my next column in The News.

Tom Hopkins

You - "We'll have to order the part and it may take a few days."

Customer - "I'll call around and have the part tomorrow morning."

Me - "That's great!Now all you need is someone to install and warranty it"

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John R. Hall

No Robert

A two-way conversation please

heatboy

SWAG

Customer: "Any idea how much this will cost?"

hb: "At least $6,000.00. Probably more."

Customer gets invoice for $6,700.00.

Customer: "I thought you said the price was $6,000.00."

It's like it becomes set in stone when they hear a number. They don't remember anything else.

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rb_6

Communication

Communication

Abridged version:

1)The meaning of your communication is the response you get.

2)It is not the receiver’s job to interpret the sender’s message.

PHM

They never hear times


What time will the service man be there?

Well; this is an unpredictable business; sometimes jobs finish quickly, other times they take longer - both effect our scheduling. Which is why we are scheduling you for the "middle of the afternoon" today.

What time this afternoon?

In the middle of the afternoon.

What time will the man be here?

Well; "the middle of the afternoon" is roughly between 1:00P and 3:00P

So; about two then?

Yes; ABOUT then. but we cannot predict exactly; it will depend on how things progress with the customers before you.

Oh OK; I just wanted to have some idea.

(at 2:07P) I had an appointment for two o'clock and no one is here.

You did not have an appointment. We don't give appointments like that - we said: "the middle of the afternoon"

No; someone else in your office (there is only one person) promised me that he would be here at 2:00P

No they didn't.

Well; I will have to re-schedule the AC repair; I have a doctor's appointment at 2:30 today.

That exact conversation went on today. It is very common here. I myself have gone to jobs where the travel time was 30 minutes and then ten or fifteen minutes into the project the customer has to leave: How long are you going to be? I have someplace I have to go.

PHM
----

Josh M.

Us: We believe in doing things right the first time

Customer: We're really expensive

rb_6

What you said – what they heard…

If you’re dealing with:

A schizophrenic, be sure to deal with their inner voice. Refer to yourself in the third person when addressing them...

An obsessive-compulsive will keep repeating what they think you said, so its best to put everything in writing and have them sign it. Repeatedly refer to the document during your conversation to develop rapport.

For co-dependents, in conflict be prepared to deal with someone other than the client, put everything in writing, and have everyone they know sign it. A group hug usually follows.

For those with multiple personalities, you may have to discuss the situation with several people in one body, which makes it easier to get signatures.

The paranoid-delusional, will want to know what you do with your time to make you late and whether you rip everyone off, so get letters of references from the church, police, and hospital, and carry a detailed log of your whereabouts…pointing out your competitors flaws is a good strategy.

Darrell

I said, "Will there be somebody there to write me a check or show me a visa card?"

They seem to have heard, "No problem, I can carry your bill for a week or so and then bill you by mail at the end of the month, after which you have 30 days to contest the charges, and then, after we have discussed the billing, and you get a quote from some guy in the aisle at Home Depot, you have an additional 30 days to make the first payment. I'd really like it if you could make regular payments after that for about a year or so, but, if you need to wait for your ex's cd's to mature that will be fine too. If it goes past this time next year I'll be happy to come back for your annual check and add that to your account. I'm more than happy to jump through these hoops and accomodate your cheating me because I am desperate to do your work."

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Keith_8

Probably not helpful but...

Father: Put down the guitar, come downstairs and spend a couple of minutes with the rest of the family.

Teenage son: there are to many rules around here.

Father: Lets not make a big deal about it. Put it down and come on down.

Teenage son: comes downstairs in 5 minutes with the guitar in his hand.

Father: You got half the message. Get rid of the guitar.

Father: You have it made.

Teenage Son: my friends all laugh at me, I'm out of here.

Father: Think about what you are doing 1st. Your making a mistake walking out that door.

@&*(!!** Crazy?? I'm out of here. ( gets in car and splits)

Mother: You threw my son out.

Father: Sleeping on the couch.

Mother and Father: Worried sick for 3 days because they don't hear from son.

Teenage son: Calls dad 3 days later, wants to have lunch and talk about a few things.

Father: Relieved.

Teenage son: Home and safe.

Bruce Stevens

He said they heard

He said: I put it together with bailing wire to get you through the weekend, you will need to replace xyz asap

They heard: See you for the next Annual Tune-up

Lyle C

But, you said

As I walk in front door:
Home Owner: What do you think the problem is?
Lyle: It could be A,B,C,D,ect.
(10 min. later:)
Lyle: It's D .
Home owner: But you said it was A!

Lyle C

But, you said

On phone with Home Owner:
Home Owner: What do you think the problem is?
Lyle: It could be A$,B$$,C$$$,D$$$$,ect.
On site 1/2 hour into call:
Lyle: It's D .
Home owner: But you said it was A, I can't afford D, right now.