Christian Polk watches a door-to-door rep handle an angry satellite-TV customer upset about service outages and a bill that feels like a car payment. The rep stays calm but keeps asking "Are you sure?" and repeating the same questions, which irritates the prospect. Polk coaches on varying phrasing and reading the room.
What? Mr. Beckmeyer, who are you? TV guy.
What TV guy?
The satellite. You guys still got it hooked up, right? Yeah.
Sorry, I do something to piss you off?
Are you showing up?
So he did a good job. It just nonchalantly calls out the social behavior that is non-calibrated. This guy's acting in a weird way. Somebody knocks on your door and you're like, what the fuck is happening? That's a weird thing to do. And if you act like that's normal, then they're just going to keep acting that way. So he did a good job of subtly calling it out. Sorry. Well, we're trying to get some issues resolved.
There's— what issues? Service trucks are coming through the next 2 weeks. People are calling in a little bit of rain, a little bit of wind. It's taking the picture off for some folks. You guys ain't seen that?
Ain't seen it.
The big issue is the bill. There's been like 5 people to cut it off already. That's why I'm out here in jeans. The TV bill is starting to look like a car payment, is what some people are saying.
No. No. Are you sure? Again, he's asking a question, he's introducing a problem to get a conversation going. This is good. So You want to check? It's over 120. I'll pull it back down. No, I'm good.
You sure? Are you sure?
No, that's why I'm asking. Now he keeps on saying, are you sure? Over and over again. If you do something too much, people are just going to get irritated at you. Again, ask the same question in a different way if you really want to ask it.
I'm good.
Okay, well, I'll leave you to it then. God bless you. Jesus Christ. So overall, what he did well is he kept his cool and he So overall, what he did well is he kept his cool and he called out the behavior. What he can improve on is just switching up his questions so it doesn't sound so repetitive and he can actually get somewhere with the conversation.
