Today as I work with multiple customers in a variety of professional sectors, the decision-making patterns between what is wanted by customers…versus what is more needed…versus the recommendations I offer…seems to be more irregular and confused than in times past.

What do I mean?

With all of the ever-expanding training/learning topics available…combined with the diverse options for training/learning program delivery, deciding what is wanted or needed for maximum personal/organizational/business effectiveness and efficiency has become ultra-challenging.  And then when one asks a “once-removed” consultant for their input…the uncertainty only grows.

So what’s a workable answer?

This week’s TRIPLE III TIME:  Wants-Versus-Needs-Versus-Recommendations message goal is to encourage everyone to go back to the beginning…to better find the best customer service answer.  Too many times individuals or groups seeking professional advice are not FIRST asked the toughest help question:  What problem are you really trying to solve?  If you can get everyone involved to initially focus more directly on solving the core customer service problem…the more likely you are to best identify the need(s) to be addressed!

Customers seeking your product or service always have many wants and needs.  The easy customer satisfaction route is to just provide them with their “want” and move on!  The tougher but more progressive route is to help address their specific problem areas and thereby concentrate on their real developmental needs.

Focusing exclusively on customer problem/need areas may regularly cause “professional discomfort” in performing your “day-job”!  But if you are committed to really helping people…that is your biggest responsibility.