Customers say “We tried that before and it didn’t work” for a reason. Here is what usually sits behind it, how to respond and what to avoid.
A failed attempt has left a lesson: this does not work, or it was done badly, or the conditions were wrong. The customer needs to feel that you are not making the same promise as before. What failed, and why, tells you everything.
Typical in: Software and SaaS, Insurance and finance, Real estate, Telecom and energy, Professional services, Retail and e-commerce, Manufacturing and logistics, Contact centre and customer service
Pick the framework that fits the customer. The wording is an example direction, not a script: say it in your own words.
Say out loud what the customer seems to feel, so they can correct you.
“It sounds as though that cost you time and left you wary of trying again. I would like to know what happened, so that I do not suggest something that will fail for the same reason.”
Ask what sits behind the objection, so you answer the real concern.
“What exactly went wrong: the product, the way it was introduced, the people involved or the timing? Each one points to a different answer.” Listen for the reason, not for blame.
Shrink the decision to something low-risk that moves things forward.
“If we did anything, it would have to be different. We could start small, agree beforehand what success looks like and review it together. Would that address what went wrong?”
After your response, ask:
What would have to be different this time for it to work?
Avoid: That was a different product, this time it will work.
A promise of different results with no explanation does not change a bad memory. It sounds like what they heard before.
Reading is not the same as saying it. Talk to an AI customer who raises this kind of objection and see in the report which sentence helped.
Practise this objectionA failed attempt has left a lesson: this does not work, or it was done badly, or the conditions were wrong. The customer needs to feel that you are not making the same promise as before. What failed, and why, tells you everything.
Name the feeling: “It sounds as though that cost you time and left you wary of trying again. I would like to know what happened, so that I do not suggest something that will fail for the same reason.” Clarify before you answer: “What exactly went wrong: the product, the way it was introduced, the people involved or the timing? Each one points to a different answer.” Listen for the reason, not for blame. Propose a smaller step: “If we did anything, it would have to be different. We could start small, agree beforehand what success looks like and review it together. Would that address what went wrong?”
What would have to be different this time for it to work?
Avoid “That was a different product, this time it will work.” A promise of different results with no explanation does not change a bad memory. It sounds like what they heard before.
Educational conversation training. It is not legal or financial advice and it promises no results. Always follow your company’s rules, the terms of the product and a customer’s clear no.