Get Specific Answers to Questions About Satisfaction

Treat any vague response as an early warning signal. Remember, many unsatisfied customers would rather flee than fight. Complaining takes time and complaints are often ignored, so customers think, “Why bother?”

Customers often hide their unhappiness by responding to a salesperson’s questions in a nonspecific way. You’ve probably done the same thing in other circumstances. Suppose you dine out at an expensive restaurant, but receive poor service. After your meal, your server asks you, “How was everything?” If you choose to avoid the hassle of complaining, you’ll reply with a nonspecific “fine.” Only by asking more questions and seeking specific answers might the server learn the real story — the salads arrived too late, the vegetables were overcooked, and the meat was tough.

To discover what your customers truly think of your solution, seek specific answers to your questions.

Kevin Davis

Kevin F. Davis is the author of The Sales Manager’s Guide to Greatness”, which was named the 2018 Axiom Business Book Award Winner, Silver Medal. Kevin is also the author of Slow Down, Sell Faster!”.