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 More...