Over the last few days I have been reminded of a few basic rules regarding responding to a customer.
- Answer the question clearly and directly.
- Listen carefully to the response.
- Continue the dialog if appropriate.
- Remember IT IS NOT ABOUT YOU (Sorry, don’t mean to shout).
When the question is posed carefully consider, but not too long) and respond directly. Answer with what they are looking for, not what you think they need to hear. They know what they want.
Listen. It goes without saying that this is key. Really listen to what they are saying–each word and the tone–and, really, you can discern that in e-mails and writing.
Continuing the dialog is about clarifying your answer, not starting an argument. This isn’t about defending your position or answer.
And, finally (maybe it should be first), this isn’t about you. It is about what your customer wants and knows they need. They are asking your expert advice on how to get it. And they don’t really want to hear about you and what you’ve accomplished. Geez.
The bottom line is, it is all about your manners and being a qualified and clear partner–not a “yes” man or the opposition.
Relentless
