Episode 579 - can digital quotient help you get happier clients?

Yes! That's because having happy clients boils down to making sure you knew what they wanted in the first place.

If a client has a problem, you want to be sure that your product or service can solve it.

If they have a vision or goal they're working towards, you want to be sure that your product or service can help them achieve that goal or get the desired outcome.

If your product or service doesn't solve the problem or achieve the goal, then you won't have a happy client.

How can we be sure we're on the right track with clients and potential customers? By using discovery questions.

These are questions designed to get the nature of the problem and how significant it is to the customer.

You want to be sure your product or service is having a positive effect on significant problems and important goals.

What are the kinds of discovery questions we can ask? Depends on the context in question.

Let’s use the example of a Carpentry professional or Woodworker who has an expectant mother as a potential client.

There are a number of discovery questions you could ask in this case which could include 1. How many kids does the family have? 2. Does the baby need to have a separate drawer? 3. What old drawer types mummy has tried in the past? 4. drawer types she's drawn too or types she's tried that the family enjoyed 5. Colour preferences 6. What particular room will the drawer be put in? 7. Is this going to be a multifunctional type of drawer or will it be used to store clothes only?

The answers to these questions make sure you have a happy client at the end of the day because the woodworker has been able to figure out what mommy wants and what the family needs.

This satisfied customer will in turn make it easier to parlay this into referrals and repeat business.

If mummy is happy, she’ll call the carpenter back for more projects around the house, and she’s likely to refer him to friends and family members who need a friendly, trustworthy and competent wood worker.

How does digital quotient factor in here?

1. There are more avenues for carrying on the conversation with the potential client. You don't have to visit the house all the time. Whatsapp video calls can help to preview the room and also chat to get information that help inform the solutions that will be explored.

2. Digital makes it easier to share proposals. Designs and idea boards can be shared quickly over Whatsapp or email, or Instagram DMs) etc.

Other kinds of questions to explore will depend on the actual scenario and physical context of your trade or business.

Be open to learning new ideas around tech and digital and be willing to use it to improve your business and client relations.


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