A One-Word Question to Improve Results

Photo by Ksayer1 on flickr.

One of the questions I always ask a customer is why.

Why did you choose us?  I love to call new customers and ask.  I’ve done this hundreds of times throughout my career.  In all of those conversations, I’ve never had a new customer not want to tell me the “why.”  And I learn valuable information with each phone call or visit.

It’s such an easy thing to ask.  I’m not sure why everyone doesn’t make it a habit.  Like most things, it may be easy to do but it’s also easy not to do.  I know when I fall out of the habit, I lose a valuable opportunity.

Almost always mentioned is the professionalism of the company’s representative.  It may also be the service, the product, or the price.  It could also be driven by a negative experience with the competition.

It’s important to listen and understand why customers are buying from you.  It can inform your corporate strategy.  You may spot a trend.  You may learn that you have strengths you didn’t even realize.  You may even develop new services because of the feedback.

Almost invariably on these calls I find other benefits:

  • Developing new relationships
  • Hearing about issues I wouldn’t have known about
  • Learning about employees who have gone above and beyond

If you’re running a business or in a leadership position, take the time out to make a few calls.  Ask the question.  Then, just listen and take notes.  I’m willing to bet you will learn more than you thought possible.

 

 

Think about a company you’ve done business with recently. Why did you choose that company, product or service? You can leave a comment by clicking here.
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