We have all been through some incredible changes these past couple of months and for many businesses they are doing their best to survive and meet the demands of their new economic reality.
Regardless, when you are doing business in a society that is chaotic, confused and devastated, there is also a new service reality, in the way you respond to customers, which requires significant focus and increased level of care.
Right now, you and your colleagues may be actively trying to understand the changing needs of the customer, and stay present to keep things in perspective, which is crucial when dealing with heightened emotions and upset people.
I am hearing an array of different questions that small and large businesses are asking themselves, some questions we couldn’t of even written the script for if we tried.
I thought it may be useful to share with you the questions that optimistic , leading businesses are asking themselves. I think it’s because they know that you can always work through solutions with confidence if you know what questions to ask.
Einstein said it best:
“If I had an hour to solve a problem and my life depended on it, I would use the first 55 minutes determining the proper question to ask, for once I know the proper question, I could solve the problem in less than five minutes.”
So, what are the right questions we need to ask in service if the future of our business depended on it?
Here are just some of my suggestions that may inspire heathy conversation in team meetings and planning sessions:
Where are there opportunities for me to strengthen my existing customer relationships?
What might they need from me and our product/ services right now?
Where can I bring more joy and support the emotional needs of my customers?
Where are we are already learning and seeing opportunities to develop stronger processes and better training for our staff to serve?
What alternatives will we need to create for our customers who are no longer in a position to buy this product or service before COVID -19?
How do I stay in reach with my customers and treat them with a personal touch?
Where do I promote and shift to online channels? How does this make it easier for our customers?
How do we regain value in the eyes of a cash – strapped customer?
What basics do we need to get right so our service is better than it was yesterday?
Before you get too deep into looking at the problems you are solving for now and the future, start by determining the right questions to ask first.