Do Customers Know What They Want?

Posted by Deborah Chaddock Brown on November 19, 2008 under Connecting Moments, Customer Moments, empathy | Be the First to Comment

I recently rewatched the Jim Carrey, Morgan Freeman classic Bruce Almighty. Jim’s character is given god-like powers and with it; the responsibilities. He is inaudated with prayer requests and decides, in an effort to save time, to just tell everyone YES. This causes all kinds of mayhem and he seeks out “god” (Morgan Freeman) to help fix the mess Jim has caused.

Jim says “there were so many prayer requests, I just gave them what they wanted.”

Morgan responds “Since when does anyone know what they want?”

Morgan’s character goes on to describe a miracle and in the end tells Jim “why don’t you BE the miracle?”

I guess I feel that it is our responsibility with our customers.  We have the opportunity to be the MIRACLE in their life.  Not by performing some magic, but by truly listening, understanding and uncovering their needs and desires and then helping to fit the proper solution to meet those needs.

It takes effort.

It takes time.

It takes a sense of caring.

It requires putting the customer first.

It demands putting ourselves in their shoes.

It takes practice.

It is well worth the effort.

How do you uncover what your customer truly wants?