It is always interesting to work with different public and private organizations and talk with them about their customers…their wants…needs…service/product expectations and adjustments that may need to be made.  One of the most challenging discussion areas is how different groups determine:  What Do Customers REALLY Want?

In a way this question and the answer(s) should come about very easily…right?

Well as YOU work with customers in YOUR day job…do YOU do a solid job answering this TRIPLE III TIME question?

What I have found is that many times history provides the first-line answer to the customer Wants question.  Or sometimes it is the governmental guidelines that take precedence over questions asked.  Or pre-determined answers that are driven by… “this is all we have right now”?!  Or finally there is the likely occasion that customer Wants are organized around a strategy of services via “staff convenience”?!

In ALL workplace situations today…I think it is prime time to relook at the ever-critical question:  What Do Customers REALLY Want?  In my consultant business I have to report that rarely do potential customers REALLY know exactly what they Want the first time we sit down.  Instead it is only after a more detailed question, answer and discussion period that the best REALLY Want answer shows up.

Times have changed…people have changed…products and services in all areas have changed…so the:  What Do Customers REALLY Want? question answer(s) should not be easy or automatic.  Rather allow customers and yourself the progressive discovery time to develop the best Want answer possible.  Time and money are both factors that seem to become more limited each day.  Therefore, taking some quality time to get the better/best:  What Do Customers REALLY Want? answers early on…will be a priceless return-on-investment in the long run.