Oct 08 2009
The importance of building a working relationship with the customer based on honesty.
The importance of building a working relationship with the customer based on honesty.
Customer Reality Check
A. How might your customer’s perceptions about your product/ service be incorrect or unrealistic?
B. What customer perceptions might need to be clarified or corrected?
C. What would be the short-term consequences of clarifying or correcting these misperceptions?
D. What might be the long-term consequences of clarifying or correcting these misperceptions?
Customer Reality Check is designed to help ensure that there are no misunderstandings from the customer’s perspective and that they perceive participants as being completely open and honest with them.
Ask participants what they believe this means to them and their business relationships with their customers.
Ask participants to think about circumstances that they may be aware of in which this principle wasn’t followed. Note: Be careful not to ask participants to disclose any possible circumstances when they may have been less than honest with a customer in order to make a sale. However, if this information is volunteered, it may be acceptable to develop this dialog. As an alternative, you could ask participants to share experiences as customers themselves when they felt they were deceived about the product or service they purchased. Discuss how this affected their business relationship and if they continued doing business with that supplier in the future.
