How well do you know your clients? Businesses who use curiosity with their clients build better relationships and services. You know what’s important to them. You understand their unique challenges.
Curiosity requires humility. Acknowledging you don’t have all the answers and need your client’s input. By bringing them into the process you strengthen your relationship.
Don’t shy away from complaints and constructive feedback. It shows they care. One of the worst things to happen when serving a client is to not have the opportunity to make something right. Instead they leave and complain about their experience to anyone who will listen.
Curiosity in Client Experience
Many times we have systems in place to benefit the business without considering client impact. These systems can create friction. Sometimes friction is intentional to act as a filter and other times it creates unnecessary frustration. When a client experiences too much friction they walk away.
Sample Questions
- What are your expectations of this service?
- During the onboarding process what step caused the most frustration?
- What would you like to spend more time on in our meetings?
- What part of your experience felt like a waste of time?
- What can I do to increase your trust?
Sometimes we over complicate things. Use your client’s answers to set better expectations and refine processes. Then tell them how you used their feedback. This closes the loop, shows them you value their input, and encourages them to be active in the process.
Are you ready to ask questions of your clients and improve their experience?
Let’s create a list of client experience questions when you book a one-time coaching session. Questions will be personalized to your business and each stage of the client journey.
Curiosity in Research & Development
Are you underserving clients? Listening to your clients allows you to discover the need for a product or service. Consider how retail only recently expanded fashion sizes and skin tones for beauty.
- Read comments on social media. What are people asking for?
- Pay attention to reviews. What are clients complaining about?
- What service would extend the life of your flagship offering? (warranty, service, updates)
- If your offerings are evergreen, what seasonal offer will benefit your client? (holiday, back-to-school, vacation, new year)
- Is there an add-on service to create convenience for your customer? (delivery, printing, 1:1, curation)
Ask questions on social media and in your newsletter. Ask them questions through surveys. Host office hours, AMA’s (ask-me-anything), or meet the founder events. Schedule a service review with your clients.
Keep asking questions even when you hear crickets. When they do answer, listen and take notes. Then ask more questions for clarity. Don’t assume you understand. 😅
It’s important to understand the nuances of your clients. Yes, you’re encouraged to create avatars of your ideal clients, but people are complex. You and I don’t fit into any predefined box.
Founders who use stereotypes create risks for bad reviews and press. This is why it’s important to continuously engage with people. Your clients’ desires change and assumptions create complacency.
Grow with your clients. Stay curious!