The Customer is Not Always Right – Here’s Why
Let’s face it, many times customers think they are right, but the truth is, a lot of times, they’re WRONG.
A friend of mine, who is a clinician, tells me how many times people come to him armed with information. After conducting research online — they have already begun analyzing and diagnosing the problem or issue.
We’ve all been there. It’s intimidating when our customers are telling us how to solve the problem.
This is where we have to challenge assumptions. Some key questions we need to ask our customers are:
- Take me through your analysis.
- Help me to understand how you came to this conclusion.
As a result, you will quickly discover pockets, voids, and opportunities in which you can present some viable alternatives and solutions.
By taking these steps you will stretch your customer’s mindset. And as a result, provide them with what they really NEED.
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