Building Stronger Member Connections

How To Handle 'I Can't Talk Right Now'

Today we’re going to talk about the “I can’t talk right now” objection. It’s a situation we’ve all been in with our members, and it can be frustrating. But what if I told you that you can turn this moment into an opportunity to build a stronger connection with your members?

First things first, let’s talk about how to spot resistance in a member’s voice. Resistance can come in many different forms, and it’s not just always the, “I can’t talk right now.” Recognizing these signs can help you navigate the conversation more effectively.

Listen for these cues:

The Hurried Tone: When the member sounds rushed, they likely feel pressed for time.

Short Responses: If they give one-word answers or very brief replies, they may be trying to end the conversation quickly.

Direct Statements: Phrases like “I’m really busy” or “Now’s not a good time” are clear indicators of resistance.

When you recognize these signs, it’s important to acknowledge the situation with empathy. Show that you understand and respect their time. You might say something like, “It sounds like you’ve got a lot on your plate right now.” This simple statement shows that you respect their time and understand their situation.

When they respond, listen carefully. Their answer gives you valuable insight into their personal life and current circumstances. Maybe they mention they’re in the middle of a workout session, attending a virtual meeting, or picking up their kids. This information is gold for your next call.

Now, let’s talk about the follow-up call. This is your chance to turn a potentially negative interaction into a memorable and positive one. When you call them back, start with a friendly reminder of your previous conversation. For example, “Hey, last time we talked you were in the middle of a workout. Did you achieve a new personal best or are you still rock’n it right now?”

Using a bit of humor and recalling a personal detail from your last call makes you memorable and shows that you genuinely listened and cared about them.

Here are some dos and don’ts…

Dos:

Acknowledge Their Situation: Show empathy and understanding for their busy schedule.

Listen Actively: Pay attention to their tone and responses for clues about their availability.

Use Personal Details: Mentioning something from their previous call. It shows that you listened and remembered them.

Keep it Brief: Respect their time by getting to the point quickly in that follow-up call.

Don'ts:

Don’t Push: Avoid being aggressive or trying to force the conversation.

Don’t Ignore Resistance: If they’re clearly busy or uninterested, acknowledge it and plan to follow up later.

Don’t Be Generic: Avoid sounding like you’re reading from a script. Personalize your approach based on your last interaction.

Don’t Overwhelm: Don’t try to cover too much in the follow-up call. Focus on one key message or question.

By recognizing resistance in their voice, acknowledging their situation, and using the information you’ve learned in a meaningful way, you can turn a challenging moment into a positive experience. Let’s continue to improve and build stronger relationships with our members together. Thank you so much for watching. And, remember... Ideas spark changes; actions ignite it.