When a person looks for your company, it is because he hopes that in some way you can offer him a product or service that solves a problem or need. From the first contact, there is the possibility of starting a lasting relationship, which is good for both sides, we must be ask question or give them intake form to make the contract. Therefore, it is essential to take into account the real needs of the client from that moment.
It is essential to know how to differentiate desire from need. By wanting something, we don’t necessarily have the precision to solve a problem; we just want to satisfy that wish in some way. But when we have a need, then there is something concrete that we must solve, be it real or imaginary.
Therefore, knowing your clients’ problems in depth is the ideal way to approach them and be able to offer them the best tools and services, which gives you more opportunities to satisfy their expectations and create deeper and lasting relationships.
What is there to Know About the Customer’s Needs and How to do it?
Customers will not always be able to explain exactly why they are looking for your company. Many times due to a lack of ability to express their ideas, other times due to lack of knowledge of technical terminology.
So you have to thoroughly investigate the needs and aspirations of the customer. The former requires no more than sensitivity. Listen to what they say, ask about their search, and identify the differences so you can make the right decisions.
Some basic questions, addressed to your clients, can help you in this process, such as:
- What would you like us to do for you?: aims to seek the real benefit that satisfies the consumer’s expectation.
- What is the issue you need to solve ?: seek to arrive at the same thing as the previous question, but first trying to understand the problem that the client wants to solve.
- What budget do you have or how much are you willing to invest to solve your problem ?: It is important to take into account the economic possibilities of each client, to know what you can offer them according to what they can or are willing to pay.
Customer Data and How to get it
We have seen how important it is to know about the client’s needs in order to offer them a quality service.Now we will try to understand how to get and access data and analyze consumer behavior.
First, you have to do market research, which is a simple way to know the behavior of your audience and understand their needs. There are providers that are in charge of this work, and in general the companies hire their services.
Then there are computational tools and statistical techniques that can be applied to examine consumer profile data, as well as their transactions. These tools and techniques work with a large volume of data, and are called data mining, or data mining.
In addition, social networks also give us useful information in relation to consumer opinions. And do not rule out the possibility of interacting directly with them, it is even a very efficient way to get closer to customers and understand them better.
Addressing your customers to give you suggestions and describe their shopping experiences is another important aspect in this quest to get closer to them. It requires an effort on the part of companies and it must be taken as a continuous process. That will even help you when you are starting to connect with an average customer.
You can organize the suggestions and comments of your consumers in different categories, such as email, surveys, exploratory interviews, social listening, and spaces for comments, among others.
The essential thing is that you can access the experiences of each client and that this contributes so that you understand their needs and expectations. It is also essential that the entire team is involved in the organization of this process, using collective tools to provide data, information and opinions of your customers.
Approaching your Clientele
We have seen how important it is to approach and understand the problems and needs of the client. With this information, it becomes possible to meet expectations and build trust and commitment.
Now you know that there are several tools to measure and evaluate the relationship of your company with your buyers, and also many ways to investigate the profile of your customers and collect useful data to help them with precision.
In the end, what counts are having the sensitivity to listen, know how to differentiate and ask the pertinent questions!
Everything your customers have to say in relation to their expectations and your business is valuable and will help you direct your efforts and actions.