The core of developing a successful relationship with your customers comes down to the Engagement Process. This is the case, especially if you have a customer-facing business. To a degree we all have a customer facing business in some way shape or form whether on or offline. One of your main agendas is to focus on having those very skilled conversations with your potential customer and hopefully have the answers to the following questions:
1. Does my prospective customer have a problem with their present situation?
2. Does my prospective customer have a problem with their present situation and have a desire to change it or not?
To lead on a little from last week, how do you find out if they have problems (become a problem finder)?
In three ways:
1. You ask skilled questions.
2. Listen for the answers and what those answers mean
3. Asking more questions about their answers to go deeper into the conversation.
To really get the full perspective of what problems your potential customer is having you must cover their past history, their current situation and their future.
Let me elaborate...
When you have determined there is a problem, you have identified the cause of the problem and how the problem has affected them, then you are in a position as a "Trusted Authority" to offer a solution, more specifically your businesses’ solution and how that solution might solve their problem.
It’s important you take your own agenda off the table and really focus on your customers. It’s not about you, it’s about them.
Its counter intuitive at times, and a more indirect way of working to a degree. I can appreciate this. However, if you can master the art of keeping the spotlight on your customer and focussing on their problems, wants, needs and desires, you will see a positive change in your business. Good business is built on trust. Asking the right questions help develop and build trust.