Imagine you could look at a magical window that would show you what to look for when dealing with your client’s satisfaction – one that would help you understand what your perfect client looks like and wants.
This mystical tool will help to ensure that you’re building your service around the needs and desires of your client and ensure that you remain competitive in the market.
In that case, you don’t have to keep imagining. I might just have the right trick up my sleeve for you. No sleight of hand, no smoke and mirrors – just a simple quadrant that will aid in the first stage of your strategy.
Introducing: The Customer Window
During the delightful process of building out your strategy (especially your product strategy) and in understanding what your perfect client looks like, one of the tools you can make use of is a very simple quadrant that I’ve come up with for business owners.
It’s a great tool that I make sure I provide my clients with for their business and should be used on a regular basis (at least once a year) to check on customer-satisfaction levels and to ensure that you’re building your service for the client and remaining as competitive as possible in the market.
This tool should be used during the first stage of your strategic planning, when you’re going through the research phase and trying to understand what your ideal customer, or client looks like.
Investigating your customer-satisfaction levels ends up becoming extremely important in developing a sound strategy and it can be done through the use of questionnaires, or even asking your team internally.
Not only will it help you in understanding the customer’s satisfaction/dissatisfaction towards your product solution, but will also help you measure the adequacy/inadequacy of that entire solution and provide a more complete picture of your business delivery.
1 Window, 4 Questions = One Happy Camper
In providing a method of analysis that aids in strategic planning, it will also bring more insight into how you should innovate products accordingly.
Each quadrant has a specific question that needs answering:
- What does your customer want and not get from you? Think long and hard about that question and then map out exactly what you can provide for them. It can be solutions or additions outside of the actual product, as well; it could be that he/she wants quicker turnaround time; he/she wants more, or less, detailed reporting; maybe more face-time; even better pricing options; or benefits with the current pricing. What does he/she want and not get?
- What does the customer want and get? It doesn’t seem like a difficult question to answer and that’s because it isn’t. It is important however, to recognise what they want and that you’re giving them what they want; identifying whether or not they are happy with what you’re providing to keep providing it in the best possible way.
- What does the customer not want, but gets anyway? As important as it is to provide extra benefits or services, it’s even more important to recognise whether or not they even care about the fact that it’s there or not; if the customer gets something that they don’t even care about, you’ll be far better off removing it and saving the time or resources that it takes to give them that offering.
- What does the customer not want and not get? Seems stupid to even bother asking that question, but in seeking an answer to that question, you have more to gain. By compiling a list to ensure that you don’t start offering crap that they don’t want, you make sure that you don’t start offering it in future. Rather avoid chasing a shiny penny that the customer doesn’t want or care about. Save the trouble; save the time.
So there you have it – an easy way to get right into the first stage of your strategy by doing some simple customer research and evaluating what the customer is actually looking for.
You get an idea of your perfect customer or client; what they want or don’t want; and where you can save time, energy and resources doing unnecessary work.
What do I want, but not get from you? A call, an email, a meeting with you;
What do I want, but get from you? Your interest, engagement and attention;
What do I not want and get from you? Nothing. You’re simply perfect;
What do I not want and not get from you? I don’t want you to not see me as the best business coach you’ll ever have and I’m waiting on you to reach out and make me yours.
You know how to reach me, you know an amazing opportunity when you see one:
+2783 253 3339
Now don’t waste another second answering questions. Be like Nike and “Just Do It”.
