Today I’m going to show you how to use the Feel, Felt, Found method to express empathy to your customers. What’s great about the Feel, Felt, Found Method is it gives you the perfect response when you can’t give the customer exactly what they want. It helps you to be more relatable, and to foster a sense of connection with customers.
The Feel, Felt, Found method is easy to use.
First, you let the customer know you can relate to how they feel.
Then, you explain to your customer that you’ve had other customers who have felt the same way. This helps your customer to realize two things: first, that you get how they are feeling and also, that they aren’t alone. Other customers have been where they are.
And finally, you tell the customer what you, or other customers, have found to work in this situation. This is where you offer empathy and a possible solution, all in one.
I cuss. A lot. But never have I dared to cuss at a person in a customer service role. And I get rather upset about lousy customer service and still manage to talk nicely to people about any issues I encounter. Some people cuss, and yell and make threats when they are angry about customer service. This is not okay.
You have to draw the line on unacceptable behavior with customers, just as I hope you do in your interpersonal relationships when people disrespect you. You get the behavior you tolerate. So, don’t tolerate profane language.
Diplomatic comebacks to cussing set you up as professional and assertive, and they help you get the respect you deserve.
If you find it difficult to get your customer to stop telling you the story of just how inconvenienced they were, or are, and to stop rambling on about the problem, it’s likely because the customer is stuck in the past.
You’re going to have to reframe the issue in the customer’s mind. That is, you must strategically move your customer out of a past problem to a focus on the present so that you can offer a solution. Your job, in essence, is to get the customer to move on.
Reframing statements are fantastic in getting the customer to move forward. Reframing does two things for you. First, it acknowledges your customer’s biggest concern. You empathize. Secondly, it ushers in the solution phase of problem resolution.
Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning.
We show our three best features in this short video.
1. Custom website and branding.
When your employees log in to their training, it feels like they are taking the training within your company because we give you a unique URL and upload your logo.
2. Our training is interactive.
John Hancock said,
“The thing that struck me about Myra Golden’s eLearning modules was how engaging they were. You are asked to actively participate in each module, and there are action items you take away. Our participants comment about how the time flies when they are taking them – another indication of their engagement!” Kristin Augusta | Sr. Operations Manager, Shared Services Training & Development, John Hancock
3. Reporting is super easy.
With just one click you can pull up progress reports, so you know when your employees have logged in, if they completed the training, and how they are progressing through the courses.
So, my 14-year son old got contact lenses for the first time last week. He’s struggling to get the contacts in. Every morning Warren comes downstairs to my bathroom so I can help him with his technique.
More than once he’s said, “I freakin’ hate contacts!” He even asked me to hold his upper eyelid up and steady for him. I explained, “I could hold your eyelid for you, but that won’t help you. You have to be able to do this yourself.”
Watching him struggle has been difficult. So, last night I had the idea to coach my son using the same three-step method I tell my clients to use when they have to help an employee through a problem or to give someone constructive feedback. This technique is what I call Know, Feel, Do.
What is it I want Warren to Know about contact insertion? How do I want him to Feel? And, what do I want him to Do?
Know. I want my son to Know that it takes time to get a technique down and to feel comfortable, this is normal for all new contact lens wearers. I want my son to know what approach works for me.
Feel. I want my son to feel grateful that he doesn’t have to wear glasses, thankful that I was willing to pay $418 out of pocket for a year supply of daily lenses. I want my son to feel that he can do this!
Do. I want my son to stop the negative self-talk, be patient, listen to my instruction and to be able to insert his contacts by this time next week and to be able to do it quickly.
God is good! Using my focused and positive Know, Feel, Do, this morning Warren got his contacts in in less than 10 minutes. Yesterday it took around 30 minutes, so this is a big deal.
You can use Know, Feel, Do to coach employees on a process, attitude problem or any performance issue. Here’s precisely how to apply Know, Feel, Do to your talks with employees.
I spent this afternoon in my Strategic Block. My Strategic Block, the best idea I took from the book, 12 Week Year, by Brian P. Morgan and Michael Lennington, is for me to spend three hours every week “on” my business. My Strategic Block is three uninterrupted hours of me doing something to improve my business. Today that three-hour block was spent listening to a business audiobook. Things I’ve done on my Strategic Blocks:
Watch Ted Talks
Write new stories for my keynotes
Record YouTube videos
Brainstorm new solutions for the problems that my customers struggle with
Attend a webinar
Pray for favor and wisdom in my business
Go to a networking luncheon or educational workshop
Read books (or listen to audiobooks)
Pray over upcoming training sessions/keynotes
When I’m in my weekly Strategic Block, I don’t answer my phone, no meetings are allowed, and get this – I don’t check emails or texts. My only focus is doing something that helps me improve my business.
I took pages and pages of notes as I listened to three hours of my audiobook today. What about you? Do you dedicate time monthly, or better yet, weekly to developing your team, department or business? If not, I urge you to start.
Set aside time to plan, brainstorm, explore and prepare to be your absolute best self! The results will be manifested in your team’s morale, your customer experience, and in you! Part of your Strategic Block might be to spend time right here on my blog or my YouTube channel for ideas on how to help your employees fascinate customers with a dazzling customer experience!