Often, we choose a topic for our Take Action Tuesday emails based on the problems our clients are currently struggling to solve. A theme has come up over the last two weeks, and it revolves around how our clients are currently talking to their customers. Recently, I’ve heard at least 2-3 clients say something along the lines of “I’ve learned that what I want to tell my customers is not the same as what my customers want to know.”
How often do we tell our customers what we think they want to hear, only to find out that while we think it’s important, they don’t necessarily agree? It can make for a frustrating conversation as well as a lost sale. But, how do we know what our customers want to know? The same we way find out everything there is to know about our customers: we ask them.
Here are three ways on Take Action Tuesday to always be asking your customers:
Call them up
Ask them how business is going and what’s working and what’s not. A telephone conversation creates space for a discussion. Make time each week to get different customers on the phone and discover first-hand what you can do to better serve their needs.
Some things are better said via survey, especially if our customers want to tell us something they’re afraid we don’t want to hear. A survey gives them an opportunity to share their thoughts and feelings about how well your solution is working (or not working). It’s always better to know. Review the results with an open-mind and develop a plan to address them.
In your regular every day conversations with clients, it’s easy to slip in a question or two about how things are going and what you can do better. If you listen closely, your customers will give you the secrets to building a better business. They want you to solve their biggest problems and help them succeed. Be sure to track their responses. You can use this information to determine new products/solutions, better messaging, upgrade opportunities and even new features/benefits to add.