L.A.C.E.S

What is LACES?

LACES is a tool that we use to overcome objections, member complaints and cancellations. You will probably find that you may already be using this in some areas of your work. LACES is a great way to take action step by step, to overcome the problem and allow you to solve it. Please don't change the order or you will change the outcome. 

Listen/ Acknowledge - Take the time to listen to what the person is saying. If a member has come to you with a complaint - let them talk. All you have to do is listen and show them that you understand what they are saying. 

Ask Questions - You need to ask questions to find out more information. Without this information, you will not be able to educate or solve correctly. Asking questions not only lets us find out more information, but it is showing that we care and that we are engaging in the conversation. 

Confirm - It is important that we confirm back to the prospect or member the main objection or problem they are having. We need to make sure we are not educating and solving the wrong thing. This also prevents the person changing their mind about what the objection is if we are in a POS scenario. 

Educate - Now is your time to talk, this is your chance to give them the information you need before you can solve their problem. Isolate what they have confirmed and educate them as much as you can on the topic at hand.

Solve - Solving the problem is pretty self-explanatory. Come to an agreement with the prospect or member to solve their problem. You may find that you do not always need to solve the problem; if you have educated them really well, then you may be able to leave this out. However, solving the problem is the most important step in every situation. 

Example - Debit Success Admin Fee 

Listen: I can understand why you might be confused about the additional charge. Let me see if I can help you with that, I’m just going to look up your membership. What was your phone number? (While you’re looking at their membership, ask questions below)

Ask questions: 

Are you on weekly or fortnightly billing?

Did you have a payment bounce back?

Has that payment come out of your account?

Confirm: Alright, so you just want to know what this extra fee is? No problem.

Educate: I can see that your payment bounced back on the ____, so this would be just a $7.50 admin fee from our billing company Debit Success. Since we use Debit Success to collect your membership payments, they only charge the admin fee for failed transactions and that fee goes straight to them. The additional fee only ever occurs when your payment bounces back, so if you have appropriate fees in your account, the charge will not apply.

Solve: If you feel as though you did have funds in your account and this is incorrect, I would suggest contacting Debit Success in regards to that payment, and then even your bank, as we’re only able to see a small part of the transaction process from our end. Debit Success will be able to give you a clearer answer to why that has happened. 

If you would like to speak to Debit Success, their number is 1800 917 476 and your member number is ________. 

Once you’ve spoken to Debit Success, it would be a good idea to also contact your bank too. They might have more information as to what caused the failed transaction.