Don't Ass-u-me: It Makes an Ass out of You and Me
Ever heard the expression "Don't Assume: It Makes an 'ass' out of 'u' and 'me'. Well, it couldn't be more true in client-centric selling.
If you've followed me along this journey called client-centric thinking, then you'll know that it's about putting the client's agenda first (and then aligning it with yours).
One of the biggest mistakes you could make when putting the client's agenda first, is to assume that you know what that agenda is.
Ask yourself this question each and every time you are going to act on information you have:
Do I know this, or am I assuming this?
If you know it, it's because the client/contact either told you or you confirmed it with them. Otherwise, it's an assumption.
Assumptions can take many forms:
Big assumptions like when you assume a client has agreed to something when they haven't; and smaller ones (you think are innocent) like preferences for communication styles and frequency.
Either way - when you act on assumptions - it's a crap shoot. Sometimes you get it right and you win and sometimes you get it wrong and you lose. The question you have to ask yourself is this:
Can I afford to get this wrong and lose?
Don't take the risk. If all it takes is a quick confirmation conversation, here's the upside when you do it:
1. Confirms the information (so you can act/respond accordingly).
2. Demonstrates that you care and that you're interested.
I am amazed at how often we tend to underestimate the value of checking assumptions as a way to demonstrate interest. Clients want to know you get them and - quite frankly - that you care. Confirming details and preferences matter to them. And it saves you from acting on assumptions.
That's a win-win in my books. I wish you good business success!
Catherine Mitchell .jpg)
Client-Centric Selling with the Agreement Based Sales® Program and the LEAP Adult Learning® System.