Think Like Your Customer

Thinking like your customer is a very basic concept. Unfortunately, people that are working hard to get things done, don’t think like the customer all the time. Sometimes, they use reasons like, “this is the right way” or “it doesn’t matter”.

Thinking like your customers means understanding how they run their business, but more importantly how they make decisions. If you know how they make decisions or what’s important to them, it’s easier to position your company.

Knowing how your customer runs their business builds trust. You do this by listening. As the saying goes, “how can you listen, if you’re constantly talking.” Remember it’s not about you, it’s about your customer. Tatoo it on your forehead backwards, so when you look in the memory, it constantly reminds you.

If you know this, it’s a big win-win for the customer and for your organization. In the end, having a customers trust makes everything a whole lot easier.

The biggest offenders are the engineers. The engineers can’t think like customers because most of them aren’t very entrpenueral. They want to things to work right, more than they want them to work.

Don’t get me wrong, I love my friend the engineer and they should keep making the mission critital tasks work right; but they need to accept that you have to give people what they want.

Unfortunately, most of the time, it’s academic and you create bad PR because the customer believes you think you know more about their business than they do.

by admin

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