Selling Skills

Objection: You Haven’t Been Honest With Me

June 17, 2024
By Tom Macauley

Rebuilding customer trust starts with understanding what went wrong. If you gave incomplete or inaccurate information, acknowledge it, correct the record and agree on the next step with the customer.

Rebuilding customer trust starts with the facts

Never lie to try to gain an advantage over the client.
If information was wrong or incomplete, correct it promptly and explain what happens next.

Give the full, accurate picture

A quick reassurance can create an expectation your team has not confirmed. Include the details that affect the customer’s decision, and check uncertain facts before making a commitment.

An example: check before changing a date

This example shows why a requested date needs to be checked before it is promised:

Customer: “When can I expect the inspections to be completed on the Preventive Maintenance Program?”

Salesperson: “As planned, we will be complete by June 1st.”

Customer: “That’s no good. I need those reports and data by mid-May. Can you move that date?”

Salesperson: “Sure. May 15th is not a problem.”

The salesperson agreed to the earlier date without checking with the service manager. A better reply would explain that the schedule needs to be reviewed, then confirm the answer with the customer.

Check the request before making another promise

Why are the earlier reports needed?
Which work or report details are most urgent?
What happens if the reports arrive later than needed?

Check the available options with the service team. For the related timing discussion, see roofing service response times.

Correct the error and follow through

Apologize for the inaccurate information, explain the correction and agree on the next action. Keep the customer updated while that action is being completed.

Let actions support the apology

The examples below suggest questions to clarify. They are not fixed predictions of how a person will react to a mistake.

Conversation example	What to clarify	Response to consider
Direct questions	What does the customer say was inaccurate? What effect did it have on their work? Which facts need to be checked? What would help address the concern?	Apologize Take your time. Don’t argue with them. Actions over time Be patient
Relationship concerns	What part of the relationship has been affected? What did the customer expect you to do? What concern are they describing? What would a useful correction look like?	Apologize Agree on how the customer wants the issue handled.
Quiet response	Would a direct question help them explain the issue? Have they said how they want it addressed?	Simple direct apology Commit to accurate information and follow through.
Detailed review	Which details would the customer like to review? Would a written correction or update be useful?	Apology Ask whether the proposed next step addresses the concern.