Amazing Service Rule# 13:
“Ask open-ended questions.”
One of the most important ways we serve our customers is to help them get what they want, even if they don’t know exactly what that is. They rely on us for knowledge about our product or service. They come to us for expertise they cannot get anywhere else.
A great way to learn what your customers are trying to accomplish is by asking questions that get them talking. These open-ended questions require more than a “yes” or “no” answer so they help you and your customer have a useful conversation. Conversations like this can build relationships because they help promote mutual awareness and trust.
By engaging your customers more, you learn what they’re trying to accomplish (or avoid). You also show them you care enough to put forth the extra effort to help them.
Open-ended questions are easy to use. Just remember “Mr. H and the 5 W’s”: How, Who, Why, What, When and Where. Questions that start with these words are open-ended and will get your customer talking.
Pretend you’re a private investigator trying to solve a mystery. The more you learn, the more you can help your customer. They’ll repay you by coming back more often and bringing their friends with them.