Our job is to help our customers achieve their goals, eliminate their pain and satisfy their needs while bringing benefit to our companies.
If we are going to be appreciated by our customer, we need to understand what it is that they value. We need to understand their goals, objectives, measurements, key success factors and problems. Every customer is different; they each have different strengths and weaknesses. They each have different definitions of what success means to them. Our challenge and opportunity is to identify what it is that our customer really wants, both as an organization and as individuals, then modify the way that we act and perform so that we deliver the correct results.
Their success depends in large part on you and your performance. Without you, they are unable to do their job. Consider these questions:
What are the biggest problems and challenges that you and your company are facing?
What kind of impact are those problems having on you and the company?
What do you think are the reasons why those problems exist?
What would have to be different for that problem to be eliminated?
How can we help you solve your problems?
During the course of this month, take the time to find out more about your customer. Find out about their company, department and family. Try to learn about their goals for the year. How is their performance measured and in what areas do they need to improve? Write it down. Communicate what you learn with your team. Then take the time to try to figure out how you can help your customer eliminate their pain, achieve their needs and realize their goals. When you can do that, you have earned the right to be viewed as a trusted ally, someone who can be counted on to help. That is really bringing value.
Scott Morey is president of Morey Corp. During his 36-year tenure, the company has experienced marked growth and an expansion of service and product offerings. Morey has played a key role in developing and implementing the company’s best-in-class program management and quality systems. He serves on the board of directors for Morey Corp. and 10G (a joint venture with Caterpillar). He is also a member The Young Presidents’ Organization.
