Monday, June 6, 2011

What Customers Want, Part Two: Respectful Disagreement

Customers want an expert. Someone to go nose to nose with them in areas they are weak in.

Don't tell a motorcycle maker how to build a better bike or an airplane manufacturer how to improve aerodynamics (unless of course, they hired you for those specialties). But don't be the order-taker that is in awe of the customer's greatness when it comes to why they hired you.
The smart customer wants and expects a respectful argument with you, they want you to push their thinking--after all why would they have hired you in the first place?
If you don't assert yourself in your areas of strength, the customer will assume you either 1) just want their money and take their orders or 2) aren't suited (as in good enough) for them.

Barry LaBov
LaBov & Beyond

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