38 Feel, felt, found

‘Feel, felt, found.’ Three magic words and the best ‘aligning’ technique I’ve ever heard. They work so well and are easy to remember. This technique works very well with situations that are outside your control; you can stay strong and you’ll get people coming to your way of thinking. Here’s why.

Imagine the situation. You have to listen to a customer who wishes to complain about something that you cannot do anything about. You could easily say, ‘I’m sorry, but company policy dictates that I can’t do anything about this’ – if there was ever a way to upset a customer it has to be starting a sentence with ‘company policy dictates’.

This is why ...

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