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Addressing objections

A great way to improve your communication is to listen to your customer-facing teams, such as sales, tech support, or social media managers. If you have a system in place to collect all the objections that customers tell your teams, you can address each of them in your communication.

The obvious way to do this is to find (or come up with) ways to convince your audience that these objections are kind of untrue or don’t matter that much (or that it wasn’t your fault).

A much more unusual way is to use the collection of objections as a filter and embrace some of the objections to separate who your service is for and who it’s not for.

That way you can strengthen your communication for those who it is for.

In a way, rather than arguing why your are right and those who complain are wrong you acknowledge that both might be right and then you use it to reinforce the message for those who agree with you.

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Dr. Michael Gerharz