Envisioning Success

Listen for What Your Customer REALLY Needs

Posted by Chris Shockley under General

If you’ve been working with people for any length of time you know that sometimes they can have a tough time explaining what they want and sometimes what they tell you they want is really not the best option for them. They tell you they want “X”, but based upon what they are doing, in the back of your mind, you know that “Y” is a better solution.

I believe that as a business with integrity, one should bring that up to the customer, explain why what they’re asking for may not be the best solution and offer them the better option in your opinion.

Many do not want to do this because they don’t want to hurt their chances of making a sale. This is short sighted. By not “arguing” with a customer and just doing what they want, you may be “in the right” but that can sour the relationship, especially if, when a better solution comes to light, you just say, “This is what you asked for” or “I did what you told me to do”. You’re right, you did, and they owe you money for it.

But, you are the expert and your customers are relying on you to give them all the information they need, even information they didn’t know they needed. They want you to help them get the best product for their money. You know far more than they do about it, so who else is better equipped to guide them and educate them?

Listen, I am not, for a minute, suggesting that you TELL a customer what they should do and that’s that. What I am saying is that you should listen closely and if you have an alternate solution than the one they are asking about that you fell is better (better value, better benefits, etc), say to them, “It sounds to me like you want “X”. There is a much better (product/service) that can accomplish that for you”. Now your customer may listen to you explain it and through that conversation more details may be revealed that would point you back to their original choice. That’s fine. Don’t act like “Oh, I’m sorry, you’re right, I was wrong”. You didn’t have all the information needed. You simply tell them, “Aha, yes, now that makes more sense. I’m glad I asked because I wanted to make sure you were getting the right thing.”

Let your customers know that you truly have their best interest in mind. If you do, and they come to understand this, they will come back to you because they know you are not going to just try and (up-sell, nickle-and-dime) them, etc.

From this trust will come longer term profit as you will have a customer that requires very little work on your part to keep selling to. And, they will be much more likely to refer you, because you treated them well.

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Chris Shockley is owner of Envision Design Solutions and has been building websites for over 12 years. He can be reached via the web: http://www.EnvisionDesignSolutions.com/