Knowing what your customer wants is the ultimate in all business. Without knowing, you cannot possibly deliver. If you can’t deliver, you do not have a business. So, how do you know what your customer wants?
The most important way to get to know this is through asking the right questions. But it is to be done in such a way that you are not coming across too pushy or assertive. If your customer has contacted you and says ‘I would like to have someone come in and clean my house for me’ – do you think that is enough to book the job? Some may think so, however, look beyond that.
How much of the house is he expecting to get cleaned? Are there some areas he does not want touched? Is he expecting you to not only clean and dust, but to wash the baseboards and doors? How big is the house? How many rooms? There are lots of questions that can be asked. It could well mean, that by asking the right questions, the customer will want more that he thought he wanted when he first placed the call.
If this is the case, then your initial contact with him is the perfect time for up-selling your services. This will keep your customer happy. as he is getting more than he bargained for, and you happy as earnings for that job have just increased.
You know your business. You know what services you have to offer. Every job can be pretty much the same with a few changes. So, prepare yourself and create a template of a series of questions that can be asked whenever anyone makes an inquiry. Get into the habit of using it and train your employees to use it too. Any customer who comes into contact with your business will like the way that you take control of the discussion and somehow, as if by magic, know exactly what he wants!
Photo Credit Hector Alejandro via Creative Commons