Robert Glazer

So several times in a week, they had been on a call with their manager and the client asked a question and there was awkward silence for like 10 or 20 seconds.

So manager could say to Jamie, Jamie, there were two calls this week.

You sound like an idiot when the silent was so awkward for me.

It was awkward for everyone involved.

That's the classic personal attack.

It's bad for me.

It's just being mean.

The SBO approach would be like, Jamie, I noticed on the call last week, twice, there was an awkward pause after the clients asked you a question.

I know that you're someone who likes to think through something.

I'll give you the example that I use in my training.

And this is kind of, I like to use law and order ripped from the headlines.

But frankly, I'm worried that the client thinks you're not going to know what you're talking about when you have that.

So years ago, we had an employee who was very cerebral and let's just call this person Jamie and like to think through things before answering, but they were in a client service role.

So let's think of a crutch phrase.

Maybe it'd be better for you to say, let me look into that if you need some time and just use that to buy yourself some time and come back.

Because I know you know what you're talking about, but I'm just afraid the client's going to be worried that you don't.

So several times in a week, they had been on a call with their manager and the client asked a question and there was awkward silence for like 10 or 20 seconds.

Totally different approach.

One is about the actions, how you can get better, approve, why it's helpful to that person.

So manager could say to Jamie, Jamie, there are two calls this week.