Listen for Unspoken Needs

Have you ever done everything a customer asked – yet they don’t seem satisfied?

Unfortunately, it’s a common problem.

The cause, say service consultants Karen Leland and Keith Bailey, is that customers don’t tell you everything they need.

“Customers do ask for what they want, but they have basic needs that they don’t ask for. And, when those needs aren’t met, customers are unhappy,” explain Leland and Bailey.

For example, when did you last go into a pizzeria and say, “I’d like one slice please,” and then add, “And could you please be understanding, friendly, and fair?”

Leland and Bailey say that in addition to spoken needs, all customers also need: Friendliness, understanding and empathy, fairness, control, options and alternatives.

More practical tips for service professionals appear in the March issue of Customer Communicator newsletter.

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