ACME Tree Service showed up at Nancy’s house to provide an estimate for trimming some trees. The sales consultant looked at the trees and their proximity to the house, and he quickly wrote up a bid. Heavy trimming on 9 trees. Heavy price tag. It was a quick conversation resulting in sticker shock for Nancy.
AAA Trees showed up a little later, and their sales consultant looked at the same situation and the same trees. They asked several questions about the customer’s needs and concerns, their goals and what timing was preferred. The estimate addressed some precision-trimming on 4 trees, focusing on key limbs that had the greatest needs or issues. The estimate was lower, the conversation was a little longer, but AAA Trees got the business.
As it’s been said, it’s better to have a little bit of something than a whole lot of nothing. AAA got something out of the meeting. Nancy got a plan for exactly what she wanted and needed.
ACME went for the home run, and they whiffed – swing and a miss!
AAA went for a Win-Win. They wanted to find out precisely what the customer wanted/needed, and they provided a plan to address that need. In customer service, there are lessons to be learned…
Sometimes it’s better to spend a little extra time with your customer, asking enough questions so you can give a more precise answer. Your solution could be a better fit for the customer’s needs.
Customers are often more satisfied if you paint a picture of precisely what needs to be done and how the action addresses needs.
Finally, you can save yourself time and effort on the backend, if you spend a little more time truly getting to know the customer on the front-end.
Avoid always swinging for the fences. A few questions and a little patience can lead to frequent singles and doubles.