Home > Ideas > Two can tango …

Two can tango …

I was making a bit of a song and dance out of 111 articles published at my blog till date and then I found someone who had written 1111 – No fuss! Why am I saying this here?

Well, it was a good reminder to me about how much I didn’t know! Then I thought about some of our customers …

Well, most customers think they know what it takes to solve the problem – truth is that they don’t; they only think they know. We don’t need doctors, engineers, accountants, lawyers and other professionals if everyone knew exactly how all problems are to be fixed.

The Customer rarely knows everything; but don’t ever tell him that, definitely not if you expect to do business with him. So, while your Customer needs to be treated as Queen or King all the time you don’t have to consider them to be wise or all – knowing on the subject being discussed with you.

If you let them decide on the solution you are going to face the music later on, because they would then turn around and say that you gave them poor advice. A smart Consultant or Solution Provider would work with the customer and make them believe that it’s their solution while quietly putting the required thoughts in the customer’s head. Your role is to non-intrusively plant the right idea in the buyer’s mind.

When you get into the consultative mode you communicate proactively; you sense the need and the state-of-mind of the buyer and gently (yet firmly) guide the thinking in the requisite direction – you are driving using the remote control while the customer’s hands remain on the steering wheel.

Writing 111 articles nevertheless took a fair bit of effort, it’s better than not having started at all. In the same vein customers may not have the answer to the problem but they know the pain much more than you do – it stares them in the face every day and they experience it first-hand; so don’t ever try to tell a customer that you know more about the problem than they do. You don’t!

However, you do know quite a bit about solving it once you get the details, because you have seen similar situations elsewhere and have provided solutions which fixed the problem for good. The smart idea would be to convey this to the customer using the right language and the right emotion.

It takes two to tango; lead the customer to the right solution …  and don’t make a song and dance of it!

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  1. April 4, 2012 at 8:36 pm

    Good one J! It’s all about balance isn’t it? Re the “song and dance” about article No.111….I would say…why not? someone else might have written 1111 or even 4111 but does that matter? Your achievement will remain special to you…as it should:)

    • JayadevM
      April 5, 2012 at 2:26 am

      Ha! Ha! Definitely about maintaining the balance, and remaining level-headed in spite of one’s achievements.

      Thank you, Raji.

  2. Jamy
    April 5, 2012 at 5:56 am

    Ya maan!! Spot on!!

    • JayadevM
      April 5, 2012 at 6:31 am

      Glad you found it relevant, Jamy!

  3. Sajan
    April 6, 2012 at 11:06 am

    Genuine respect/sincerity, effective questioning, persistence/patience and genuine (not feigned) enthusiasm – I’d say, how can a sales guy who practices these go wrong…cant forget an extremely successful insurance advisor Ms.Sally who had no experience in sales till many years after her marriage – she couldn’t make it at all in her initial attempts – but then she began to practice the above – I recall a conversation with her where she enlightened me – “NO from a customer, to me means Next One”

    • JayadevM
      April 6, 2012 at 11:11 am

      Great learning and enlightening thought from Ms. Sally!

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