Repeat the Request

Quick reference

• 00:04 Clarify, clarify, clarify.
• 00:09 That's what we're gonna talk about in this video.
• 00:11 The importance of clarification.
• 00:14 Have you ever had this problem before?
• 00:16 Where a client comes in and they tell you whatever they tell you, and your okay,
• 00:20 we're gonna get to work on this right away.
• 00:22 And you start working to solve the problem, working to solve the problem.
• 00:25 You come up with this great solution.
• 00:27 You give it to the actual customer.
• 00:30 And what do they tell you?
• 00:32 Well, that's not my problem.
• 00:34 I actually wanted this.
• 00:36 Has that ever happened?
• 00:38 Clarification, that's what we want, right?
• 00:42 That's gonna help your orders be more accurate.
• 00:44 It's gonna help you recommend the best service.
• 00:47 It's gonna really help your clients feel cared for, understood and heard, okay?
• 00:53 So what do you do?
• 00:54 The easiest way to clarify is to repeat the request, okay?
• 00:59 Right from the beginning, whatever it is that they're requesting.
• 01:02 So what I do, is I write down, I'll ask intelligent questions to my clients, and
• 01:07 I'll write down, in order, exactly what they're looking for.
• 01:10 And then I read it back to them.
• 01:12 So if I'm hearing you correctly, you're looking for A, B, and C.
• 01:16 Now, nine times out of ten they'll say yes, that's exactly what I'm looking for.
• 01:21 Even if you write it down exactly word for
• 01:22 word, sometimes they'll say well that's not exactly what I meant.
• 01:25 What I really want is XYZ.
• 01:28 So you clarify again, right?
• 01:30 So you repeat the customer's request, word for word, to show that you are listening.
• 01:35 That's gonna help them feel heard and understood as well, okay?
• 01:39 So next, clarification will avoid confusion when you try to solve
• 01:44 the problem and ensure you're working to solve the customer's actual problem, okay?
• 01:49 So, you wanna make sure that you know exactly what the requests are,
• 01:52 exactly what the problem is, and
• 01:54 that your solution is gonna solve the customer's actual problem, okay?
• 01:58 You have to clarify.
• 02:00 You know who's great at that, is fast food restaurants, right?
• 02:04 Cuz things are moving, things are moving quick.
• 02:06 So they started to repeat your order.
• 02:08 If you put in an order, they repeat the order for you.
• 02:11 Nowadays they've got those screens, right?
• 02:14 So here you can get this big burger, this heart attack in a box or whatever it is.
• 02:20 And is that your accurate order?
• 02:22 And they'll clarify with you, right?
• 02:24 And then you still get the order wrong, okay.
• 02:26 But you see where I'm going with this, right?
• 02:27 You wanna do whatever you can to clarify.
• 02:30 So next, you might say something like, so to confirm, you're looking for X, Y, Z.
• 02:36 What I'm hearing you say isM you would like A, B, C.
• 02:41 So now you're making sure that you're on the same page with the client and
• 02:44 you guys are engaged.
• 02:46 Now your starting place gives you a foundation for whatever comes next, right?
• 02:51 Whatever's next in that remedy.
• 02:53 Whatever's next in just providing your service, right?
• 02:55 The best service or the best product for them.
• 02:58 Right, cuz that's what's going to be important.
• 03:00 But you have to clarify.
• 03:01 Does that make sense?
• 03:03 Okay, good, you got this.
• 03:05 So, repeat the request.
• 03:07 Repeat the customer's request, word for word, to show that you're listening.
• 03:12 Number two,
• 03:12 clarification will avoid confusion when you try to solve the problem, and ensure
• 03:17 you're working on the right problem that actually solves the customer's problem.
• 03:22 And you might say things like, so to confirm.
• 03:24 Or what I'm hearing you say is you would like X, Y, Z.
• 03:29 Okay, Excellent, all right.
• 03:31 I'm gonna see you guys on the next video.

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