Want to give great service? One way is to quickly identify your customer’s challenges, priorities and needs.
Our panel of experts answers the question: How do you determine your customer’s needs?
From our Experts:
I take time to have a personal conversation and get to know them. I ask authentic, caring questions until I gain the understanding of what I could do to make their life easier and better.
Process is key. Over the years, my most effective method to discover customer needs is to ask well-placed, thoughtful questions. This is especially important since customers frequently don't know what they don't know.
I utilize a two-part system to avoid questions being randomly asked/yielding rambling answers:
1. I have a questions library, broken into Strategic, Tactical, Communications, and Competencies questions.
2. I use a concept called E G O, my questions are asked in these categories: Engaging, Genuine Interest, and Opportunities
I send out a link to one of several detailed surveys I have on my website. I do this when I have an interested prospect or when I’m asked to do a presentation at an event. People perusing my site also find these surveys. When they take them, this helps me to both educate the prospect on what I do overall and also to gather important information on them to learn about their struggles, challenges, areas they need support and many other ways I can engage in conversation when we meet and even prior to a meeting through additional questions that surface.
These are just a few of the partner responses.
Check out this article in the Academy to get all of them.
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