Respectfully Challenge Customers

What I first need to do is ask something that they don't know the answer to. And the reason for that is it creates what's- what we call is a knowledge gap.

The knowledge gap is basically. A polite way of poking a hole in someone's problem. I, for example, have a homeowner that says, Hey, I just want the insurance company to handle it.

I can challenge them and say, Hey, how are you going to handle it when you review that paperwork? Are you, how familiar are you with Xactimate and the line item codes that they write? How will you know that the insurance estimate is accurate? Okay. These questions, by the way, are great to start with. What will you do to make sure that the insurance company wrote the estimate properly?

Those are the types of what we call knowledge gap questions. And now this person says, okay, maybe I don't know everything. I am more receptive to hearing you now. Okay, so that's how we can respectfully challenge customers.

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