HOW TO DEAL WITH TOUGH CUSTOMER CALLS

Summary from the TLDR Marketing newsletter

To handle tough customer interviews, embrace silence to encourage elaboration. Use "how" instead of "why" to prompt more honest, detailed responses. If an answer feels vague, express your confusion to encourage clarification. Reframe questions to make them easier to answer and help the customer feel comfortable. Trust your preparation - discomfort can lead to deeper insights and more valuable takeaways.