I am often told by my mediator colleagues that they find it hard to convert initial mediation enquiries into mediations because when they contact the ‘other person’ they are not interested.
So, let’s look at why this might be the case and what can be done about it.
I run a mediation business and I recently received a call from the Yellow pages man about advertising with them. He was able to hold my attention long enough to hear what he had to say and book a better time to speak to him again and I am not easy to persuade!
How did he do this? By focusing on the 4 main questions going on in my head as soon as I picked up the phone.
- Who are you?
First, he identified his name and his organisation very clearly and quickly. More importantly he quickly reassured me in what he said and with the tone of his voice, that I was not just another customer but a priority account customer whom he had been assigned to look after and he was going to do his best to do so.
- What do you want. Why are you calling?
He quickly explained that he was there to ensure that I was getting the most for my money but did not need any decisions at this stage. He simply wanted to find a more convenient time to explore what was best for me. He was offering further reassurances and building rapid rapport.
- What’s in this call for me?
I felt that he may have my best interests at heart and respected my time. I was beginning to feel more like giving him a minute or two and, more importantly listening to what he had to say. He made it hard for me to be rude or cut him off.
- How much will it cost?
He made it very clear that he was not asking me for money. Well, not at this stage anyway until I had had a chance to get a much better sense of what was being offered and the benefits for me. He took the pressure off. In fact, he did not even mention money.
All this was said with a good pace, not rushed, clearly and politely. He gave the impression that he knew that he had something that I will like and was relaxed about whether I took the next step or not. He had great posture.
All this got me thinking again of the purpose of our first mediation call to the other person.
Isn’t it simply to ensure that we arrange a more convenient time and place to talk to them about their worries, interests, needs and of course about mediation and its benefits.
Isn’t the aim of our first call to book a mediation information and information meeting with them and give them the best of staying out of court, keeping their costs to a minimum, reducing their stress and bring up their children together. A killer offer, wouldn’t you say? And something to be proud to talk about.