THOROUGHLY UNDERSTAND CUSTOMER NEEDS

Yes, it’s the 4th episode of the “Yard Trilogy”.

Now the yard maintenance guy has given me a quote for the work I want him to do. Or, so I thought.

Turns out, because we didn’t meet face-to-face (see yesterday’s Sales Tip), his concept of what I want is different from what I really want.....much different.

I arrive home to find a wonderful job has been done on my front lawn, side lawns and a couple of flower beds; but, nothing has been done in the garden, back yard, or around the separate 4-car garage my wife uses as her design studio.

Seeing him in person that afternoon for the first time, I ask if his crew got rained out that day and couldn’t finish. He replies that they are finished and the estimated total is due now.

Now I am frustrated because I didn’t get what I thought I was paying for, and he is frustrated because his body language and tone suggest I am trying to get extra work done free.

As sales professionals, it is our obligation to make certain we thoroughly understand the customer’s needs. If we fail to do so, there is no way to create a positive customer experience. Clear communication and understanding must happen for both parties, but make no mistake...the customer must be understood first.