Brilliant Visual of Mis-Communication
Michael Jensen at Solo SEO posted this visual description of the misconnection between what a customer wants and what they get.
Where did the disconnect happen?
Many might point to the customer's ignorance of what her needs will cost and therefore a poor budgetary allowance. However, when you look at the budget and what the customer REALLY wanted, the difference is a used tire.
Others might say the customer did a poor job of communicating what they really wanted. Or worse, that the customer didn't really know WHAT they wanted.
I believe the disconnect happens from the beginning, where we as vendors ask a question, anticipate what we THINK will be the answer and start down the entirely wrong path.
The key: listening.
We say that all the time, right? We talk about the importance of listening and asking open ended questions and connecting customer expressed needs with our company solutions.
However, I would challenge all of us – including myself – if we are really listening. How many times do we deliver what the customer really wants?
Deborah Chaddock Brown
Writer Wondering just how well she really listens.
Communications | admin | 08 November 2007 |
