Empathize
This is the first step of ECIR and helps disarm emotion before solving the problem
Empathize
This ecir step focuses on getting the full picture before attempting a solution.
Clarify
The purpose of Isolate is to identify this.
The true root problem
This is the final step of ECIR where the seller delivers a controlled, strategic solution.
Respond
This company's stated purpose is to "Partner with customers to create a more sustainable world."
Republic Services
According to the training, ECIR should be used whenever a customer expresses frustration, questions value, or signals this.
Intent to leave
A customer says, "I can't afford this increase". This question should be asked first.
Help me understand, what's changed on your side?
A customer claims the price is too high, but after questions you discover they are actually being asked to cut expenses. You have isolated this.
Budget pressure
In a price increase conversation, this should always happen before discussing rollbacks.
Reinforcing value
Republic's recycling innovation centers that are state of the art technology and just recently opened the newest one.
Polymer Centers
In price increase discussion, customers often react this way, making empathy critical.
Emotionally
A customer says, "We can't absorb this increase right now." Clarifying whether it is the size or timing of the increase helps us uncover this issue.
Cash flow or timing issue
A customer says they no longer need as much service. ECIR helps isolate this specific issue.
Misaligned service
The preferred first rollback option when one is absolutely necessary.
A one time credit
Name 3 value added services beyond waste collection that Republic offers.
Emergency response, environmental solutions, haz waste services, disaster recovery, electronics recycling
A customer says, "You've missed pickups for the third time." Before discussing credits or pricing, this ECIR step should come first.
Empathizing with the customer's frustration
In a competitive offer situation, asking customers what stood out most about the competitor's offer helps clarify this.
The true driver behind their interest in switching
When service problems are occurring at only one location rather than multiple locations, ECIR identifies this type of issue.
An isolated issue
Every rollback should be tied to this negotiation principle.
Give-Get Negotiation
Owning and operating many of these gives Republic greater control over disposal costs.
Landfills
Without structure, conversations often become this type of conversation.
Reactive and price driven
When a customer says "I don't see the value," clarifying questions are designed to uncover this hidden issue.
The value gap
In value perception scenarios, you should isolate and validate this before giving any rollback.
The true value gap
If a customer wants a rollback but refuses to provide any commitment in return, sellers should do what?
Pause if there's no return
Besides price, name four factors Republic encourages customers to compare when evaluating comeptitors.
Reliability, service consistency, compliance expertise, disposal capability, community involvement, fleet reliability, emergency response capability, environmental services, or scalability?