Clients do not always know what they want. How do you correctly interpret their comments and requests?
By using a process that elicits what they actually need
We focus solving specific problems, rather than requests. If we see a problem we can resolve, or a customer process we can make an order of magnitude more efficient, then we do it.
Sometimes you throw in a few different properties than what they have been asking for. Home Buying is such an emotional process and a Home Selection is a very reactive process. Just by moving to a slightly different neighbourhood that fills the need of community may fulfill the hesitation.
Knowing what a customer needs comes from experience and knowledge of what's available.
Ask probing questions that cannot be simply answered yes or no.
Designing several ideas & brainstorming
Trees By Post answer all enquiries at info@treesbypost.com
Our customers come to us with ideas for their gardens, business plans involving trees or simply searching for a suitable gift. We walk them through the various options and costings give them our opinion but make it clear it is only an opinion and ultimately the customer decides what they need. We just try to make that decision process clearer for them.
Most of the time, clients know they need something - they just struggle to formulate it precisely. The only way to help them with this, is to take time to sit down with them, multiple times if needed, and get to know their business model really well. It is then often quite easy to put the finger exactly on the issue and work out a plan to move forward.
The irony is, clients will immediately know if you sold them something they did not need, so never rush to sell them a pre-packaged solution unless you're sure that it addresses their needs.
By listening to their specifications, requests and general comments we mostly can pinpoint the right requirement
Communication is so important. The devil is in the details and often the details hide in obscure corners and have to be retrieved. If I'm not understanding exactly what my client is trying to convey to me, then simply put I have failed to ask the right questions.
I pride myself on being extremely detail-oriented and the best way for me to get the tough details is to ask a lot of questions. I've even been known to ask some really dumb questions in a long line of questions just to keep the client talking and giving me information. It's amazing how many times "A-ha!" moments occur in these conversations and often from a question where you least expected the answer you needed.
If you're not sure what the client wants, you haven't asked the right questions.
Sometimes we don't know what we don't know.
My personal strategy - ask lots of questions, and request examples from the client of how they envision the end result.
Interpreting customers' requests and requirements correctly is our primary concern. Otherwise, we would not have been able to provide them with the kind of service they are looking for. To make sure we understand exactly what the customer wants, our team of professional writers stays in constant contact with the customers asking questions every step of the way. We work 24/7, so whenever the writer has a question or the customer needs any clarifications or changes, we are always there to ensure that the communication between the two parties run smoothly.
Certainly this is often true with recruitment and the job description the client will initially give. Understand the client business and their issues often helps to advise on what is really needed.
It's easy for me because my business is in Egypt and people are obviously coming to see the antiquities. I've been to all the temples and tombs so many times I know the best and I know the least interesting. When guests arrive (sometimes before they arrive we exchange lots of email from which I try to get an idea of their preferences) but when they arrive I have a quick chat with them, try to find out their particular level and area of interest. I give them all the information they need to make informed decisions and plans. I am up front in telling them what they shouldn't miss - not trying to sell a tour. I don't care if they take my tours or not - I do care that they see the best, and to be honest my tours are the best. My guides don't side-track my guests to bazaars etc. for commission.
Now and again I get guests intent on doing their own thing - that's ok with me. I don't push - I give them the info and just want them to be happy with Mara House. If they go with my guides they are usually extra happy and that's a bonus for me. Now and again I have a disaster if a guide/driver is having a bad day - then I have a bad day. I try to make up for it to my guests if I am aware of it - but this doesn't happen often.
I always ask guests, when I show them to their suite, to please be sure and tell me if we have forgotten to supply something, there is a problem, or something we haven't thought of that they need. When they do we take care of it. What I really hate is when a guest doesn't bring something to my attention but say it in a review online later!
One thing that kept coming up in reviews was location - for ages we were getting a low score on location then one day a guest asked me about the poverty in the neighbourhood and we had a long chat about it. After that I always bring up the subject with guests in our initial chat - Mara House is not in a poor neighbourhood - it is in a developing residential area where houses are going up, not falling down. Then I tell them about local customs re. ownership of front of houses, entrances etc. etc. and point to the houses of rich people in the street, explaining the difference between exterior and interior. Once guests realise it is not a poor area - just that my neighbours have different priorities the score for our location underwent a significant increase and became a non-issue.
So, listening is important.   | | |
It's in the way they say it and the body language they use. Sometimes when I'm on the phone, I will ask very pointed questions designed to get me an answer to help point me in the right direction. I may ask if they need specific options or even how big of a footprint my solution can take up in their place of business. All these come back to what type of sale I can deliver. |
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