Great discussion over at Gain Grow Retain on "Helping customers become more strategic,"
where a member said this:
"...some clients cannot see, refuse to see, or refuse to even care about the value and importance of the services we offer and stay focused only on what is in front of them at the moment."
Here's my take:
How to get customers to be heads up vs. heads down (tactical). Tip: Ask if you can take 10 - 15 minutes for a "step back" conversation, then ask a few disruptive (disrupt the customer's same ol' thought patterns) about their company's priorities and challenges and their team's broader priorities - instead of about your product and the value they perceive.
Also - and perhaps it's just me - but the wording of the post sounded understandably frustrated but even a bit anti-customer: "Some clients cannot see, refuse to see, or refuse to even care about the value and importance of the services we offer." There could be an empathy gap here.
IMX (in my experience) and the experience of the teams I work with, customers talk 70%+ of the time when you use these approaches.
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