Challenge Customers like options. It gives them room to think, and keeps them in control along the way. This does not just mean options at the very end on how they want to proceed, but options at every sensible point along the journey (right down to when you agree to speak next). But options can’t …
Challenge People don’t typically learn new knowledge, skills and behaviours anywhere near as quickly as they could. There are numerous inefficiencies in most people’s, and most organisations’ learning processes. Choosing the RIGHT THING to learn next is the first challenge of many (it’s far easier to make the wrong decision here than the right one!) …
A crash course on accelerating your learning of STS skills Read More »
Challenge What’s a simple way to keep testing value rather than guessing? And to show the customer that you are indeed focused on value to them? Solution Video: 2 m 19 s Actions Just get this one going! Start asking ‘would it be useful if..’ to people other than your customers. Build the mindset and …
Challenge How do you transition from building rapport into the main part of your conversation (whilst still building rapport)? Simple. Start with this… Solution Video: 2 m 57 s Actions Get crystal clear on the situational questions you should ask customers. Many of these will be related to your triage, but whatever your level of …
Challenge Customers commonly complain that people serving them don’t seek hard enough to understand their situation. Questions are so powerful when the right questions are asked in the right ways at the right times. Questions don’t just help you to gather information. They can help customers to think about their buying and service options in …
How to ask questions that improve service and build value Read More »
Challenge How can you easily and succinctly communicate value to customers in a way that they understand, remember, and feel as valuable? Like this… Solution 2 videos: total running time 6 m 55 s Video 1: 4 m 40 s Video 2: 2 m 15 s Resources Deansgate square case study Challenge and impact Why …
Challenge Customers want to pay for value that they don’t think they’ll get elsewhere. So, how will you help them think that through and achieve it? Solution 3 videos: total running time 7m 30 s Video 1: 2 m 27 s Video 2: 1 m 6 s Video 3: 3 m 59 s What have …
Challenge Value is commonly misunderstood by both service providers and customers. And yet everything hinges on value. Getting this right will positively impact your approach, help your customers, and give you better perspective around value in your personal life too. Solution 2 videos: total running time 8 m 30 s Video 1: 3 m 32 …
Challenge You know by now that your thinking directly impacts your STS performance, experience, and outcomes. There’s a lot riding on your mindset. So how do those with an edge in their STS habitually think? Solution 2 videos: total running time <7 mins Video 1: 4 m 55 s Video 2: 1 m 58 s …
Challenge Sometimes there are moments of discomfort during parts of conversations. Often, we don’t want to feel like we’re being pushy, annoying or unlikeable. And we try hard to preserve our self-image of being nice, intelligent, and more likeable. But it can cause a lot of other problems that make life much harder for ourselves …
A major blindspot for many (nice and intelligent) engineers Read More »
