---
title: What is the L.A.S.T. Technique?
description: Summit How Tos
---

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# What is the L.A.S.T. Technique?

![Last](https://info.summithomeskc.com/hs-fs/hubfs/Knowledge%20Base%20Import/Last.png?width=688&height=249&name=Last.png)

 

When **listening**, I clearly convey through my words and non-verbal cues.

- I focus on you and care about your issue
- I actively process what you’re sharing with me
- I seek clarification through questions
- I gain a better appreciation for what’s happened (or not) and how you feel
- I paraphrase what you’ve said to demonstrate my understanding of your concerns

 

When **apologizing**, I clearly convey through my words and non-verbal cues.

- I am genuinely sorry/deeply regret what’s happened/not happened
- I understand, I have seen/been in similar situations and don’t want you to go through it
- When I learned about your issue, I felt terrible for the aggravation it caused
- While I can’t go back in time and prevent it, I can help make it right now
- I take ownership of your concerns and will proceed with urgency

 

When **solving**, I clearly convey through my words and non-verbal cues.

- We use a methodical approach to understand the nature, cause, and extent of your issue
- I am collaborating with our experts and here’s what we have discovered (cause/result)
- Here’s what we are doing about it; reach agreement on resolution
- We are implementing our plan and keeping in close contact with you
- Done! … you have verified everything is in order and the issue has been resolved

 

When **thanking**, I clearly convey through my words and non-verbal cues.

- We have completed our assignments and I want to thank you for your patience and partnership
- I express my genuine gratitude for the opportunity to play a role in building your home
- I ask if there are any other items we need to discuss
- I extend an invitation to contact us in the event you ever have a concern or just a question
- I close with, “On behalf of our team, welcome to the Summit Homes family!”

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