The Feel, Felt, Found principle was developed long ago and it works in multiple scenarios of all interpersonal relationships including prospects, customers, vendors, family members etc. One key to both warranty and successful project management is communication. It also happens not to be a strong suit among many in the residential construction industry. Effective communication can make up for a mistake, or enhance an already great product. It can deflect anger, redirect someone’s future actions. Not to mention, effective communication is tied to your profitability in the sales process. 

FEEL, FELT, FOUND: Any time someone speaks to you, AND, you want to redirect their language, or thoughts, or actions, try this out. Here is a sample conversation between a consumer customer (Customer) and builder’s project manager or superintendent (PM) regarding a warranty claim: 
Customer     “John, all of my plants have died. I just moved in not even 30 days ago. What kind of junkie plants does your company use?”
PM                “Mrs. Smith, first, let me communicate that I understand how you FEEL.”
Customer     “I don’t think it is right that I now have to do all new landscaping, because of your fault.”
PM                "I understand how you FEEL. I would have FELT the same way. I would not want to replace all my plants after all the hassle of moving in as well.  What I have     FOUND in the 22 years I have been doing this, is that sometimes customers focus on making a quality home on the inside, but simply forget to wrap their plants during a freeze. It is an easy thing to do. Although I understand how you FEEL, and would have FELT the same way too, what I have FOUND is sometimes things have to get fixed or replaced from easy actions we take, or didn’t take. 

At first read, one may think this is amateurish at best.  But when you use this over and over in many situations, you will begin to see it helps your staff know what to say, so they don’t say the wrong thing, get sidetracked, or get angry.  Just as sales people have scripts, so should your warranty people. Think of this as a starting point to create a better customer service approach. One suggestion is to apply the re-wording of several real world conversations your staff have had recently.  Ask them to go through the conversation the customer had, but reword their answers.  If that doesn’t work, consider role playing. It really will make a difference. 
Here’s Why: 
·        When one uses the word FEEL, you help settle them by acknowledging the issue.  It is a non combative statement, but also one that does not lose any ground. This word sets up the potential of a bridge of understanding between the parties.
·        When one uses the word FELT, you validate their perspective and align with them emotionally. Keep in mind, complaints almost always have emotion behind them, even if it is not present, or the other party is showing tremendous restraint. Connecting to or validating their emotions does not cause you to necessarily reposition.
·        When you use the phrase, “What I FOUND is”, you are beginning to move them in a Socratic method psychologically to your point. Subconsciously, they at least begin to think about your perspective.  Sometimes, the “What I FOUND” is rather blatant, such as “What I found Mr. and Mrs. Smith is after I reviewed the blue prints, you did actually sign off on 7 windows that face the east. Other times the statement is a soft repositioning for them to at least subconsciously begin to consider your perspective. 

The next step to resolving any issue is to offer a solution.  Try the FFF principle with your staff, family or friends. Thought and language are connected, though not always controlled. Ultimately, we all really do want happy customers.