The Objection You Keep Hearing and Missing

What it is for

A monthly routine for mining recorded customer calls: track the words customers use rather than your own, then query for the question underneath each term and what happened next. Use it when your view of customer objections is anecdotal. It turns a searchable call archive into one page of verbatim objections with settled answers.

The skill Copy

Use this when you take many customer calls and your sense of "what
people keep asking" comes from the last three, plus the one that
annoyed you.

Build the term list from their words, not yours. If your product says
"onboarding", customers say "setup", "getting started", "how long
before it works". Tracking your own vocabulary finds nothing.

Set terms in three groups:
  PRICE: expensive, budget, discount, cheaper, per seat, annual
  RISK: security, contract, cancel, lock-in, migrate, data
  RIVALS: every competitor name, plus how people mispronounce them
Add a spelling variant for anything transcription mangles.

Then, once a month, search across calls instead of reading them:

  In calls from [month] where [term] came up: what was the real
  question under the term, what did we answer, and what happened next
  in that call? Give me the meeting, the date, and the customer's own
  sentence.

Look for three things, in this order:
1. The objection you answer differently every time. That is a missing
   line in your own material, not a customer problem.
2. The question asked just before a deal stalls. It is rarely price.
3. The word customers use that nobody on your side uses. Put it on
   the website.

Turn the result into one page: five verbatim customer sentences with
your best answer under each. Read it before the next call.

Do not present counts as insight. "Price came up in 14 calls" says
nothing. "In 9 of them the real question was whether the pilot gets
refunded" is a finding.

The failure this prevents: three quarters of calls sitting recorded
and searchable while the team keeps improvising answers to the same
objection.

How to install it Copy

1. Open the tool and start a new conversation, project or template.
2. Paste the text below wherever the tool keeps standing instructions
   — usually called system prompt, instructions, or persona.
3. Save it so it applies to every run rather than a single message.

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Where it came from