It doesn’t matter how smart,
talented, trained or educated you are, in your business time and time again,
you’re going to be hit with questions from prospects and clients to which you
don’t know the answers.
A real estate agent showing a house will be asked
about the energy efficiency of an appliance, or an accountant will be asked
about an obscure tax law, a solicitor will be questioned about a portion of
legislation they’re not familiar with.
And many of us will feel a sinking feeling when we’re
asked that tricky question. No one likes to say “I don’t know”.
So, here’s an alternative to ‘I don’t
know’. Reply with the question ‘Is that
important to you?’
For example, a real estate agent showing a house is asked
what type of insulation is in the roof.
Reply – is that important to you?
Oftentimes the response is “not
really” – people are just filling space with conversation and asking may save
you a random fact-finding hunt over something of no importance to the person
asking the question.
If however the answer was – Yes,
my son has allergies to XXX you could reply – ok, I’ll find out and let you
know and you’re further educated as to why the person wants that information
and can more specifically track down the correct answer.
Or perhaps try… “Great question, let me find out for
you”
Rather than, I don’t know, this leaves the person
with a little pat on the back (for a great question) and provided you do what
you say you’re going to (find out the answer) you’re golden.
You might try… “Judy in our organisation is our specialist on that, let me find
out her thoughts”. This is an easy way
to retain credibility and to make the person feel as though you’re valuing
their question by seeking counsel from someone who is a “specialist”.
So let’s stop the sinking feeling of “I don’t know”, and
recognise that the other great thing about feeling the “I don’t know” dread is
that next time you’re asked that question – you’ll know!