Confirm the Customer’s Desired Outcome

Quick reference

• 00:04 In this video, we're gonna continue to talk about clarification,
• 00:08 clarify, clarify, clarify.
• 00:12 So in order to clarify, you want to confirm your customers desired outcome.
• 00:17 In the last video,
• 00:18 we talked about confirming your customers request, right, what do they want?
• 00:22 Now, what do they want at the end?
• 00:25 This is their request, now, this is the outcome, okay?
• 00:28 So we have to clarify what they're looking for in the outcome.
• 00:32 So what I'm hearing you say is that you ultimately want X.
• 00:37 And why is this important?
• 00:38 Because sometimes, a client will get so focused in on one little aspect of their
• 00:43 challenge, whatever it is with your product or service,
• 00:46 one little aspect, and they just hone in on that.
• 00:49 And that may nor may not be something that you can overcome.
• 00:52 Now, If you can get them to focus on what they ultimately want, a lot of times,
• 00:56 you can go right around that thing, or that little thing becomes insignificant,
• 01:00 does that make sense?
• 01:01 So you wanna clarify what they ultimately are trying to get.
• 01:04 So if you're client goes back to this little thing that may or
• 01:07 may not be important, right, a lot of times,
• 01:10 it's not, you can refocus them unto what they ultimately want, okay?
• 01:15 But in order to do that, you need to ask intelligent questions to know what they
• 01:18 ultimately want, and you have to clarify.
• 01:21 So you might say something like this.
• 01:23 If I can do X for you, the customer's desired outcome,
• 01:28 that would be an excellent solution for you?
• 01:31 So if I can get you a full refund, that would be an excellent solution for you?
• 01:37 Or if I can change those dates fro you,
• 01:40 that would be an excellent solution for you?
• 01:43 That's clarifying, they're really gonna say yes or no, right?
• 01:46 And if they say no, that's okay.
• 01:49 Don't just gloss over it and say, well there's nothing else I can do blah, blah.
• 01:52 It's gonna take a little more work, right?
• 01:54 You may have to talk to a manager, you may have to go back to a manager,
• 01:57 you might have to start thinking outside the box, right?
• 02:00 You may have to refocus them on their desired outcome, okay?
• 02:04 So next, you might say something like, if a client is not excited about your
• 02:08 solution, right, if a client's not excited about your solution,
• 02:12 you might say what would be outstanding solution for this issue?
• 02:15 Again, a scary word because now, you're asking them what do you actually want,
• 02:20 right?
• 02:21 But when I ask you what you want, how does that make you feel?
• 02:26 Cared for, right?
• 02:28 I care, right?
• 02:30 I'm showing empathy.
• 02:31 So what would be an outstanding solution for this issue, okay?
• 02:36 So now, I'm putting the ball in your court.
• 02:38 And again, you can say something totally outlandish, there's no way I could get it
• 02:43 for you, and I might say something like well, I wish I could.
• 02:46 What I can do for you is X, Y, Z.
• 02:49 If it's really outlandish, depending on your report,
• 02:52 you can have some fun with them gosh, that'd be great, right?
• 02:57 So you really wanna make sure, if your client is not excited about your solution,
• 03:02 you have to ask him what would be an outstanding solution for this issue?
• 03:06 See what feedback you get, nine times out of ten, it's going to be reasonable.
• 03:10 Even if it's reasonable, you may or may not be able to accommodate it, but
• 03:14 you're showing that you care, you're showing empathy.
• 03:17 You're showing that they've been heard, you're showing that you care for them,
• 03:21 you're showing that you understand them.
• 03:23 And a lot of times, even if a client can't get their desired outcome,
• 03:27 because you show that effort, they'll still continue to be a client, and
• 03:31 they'll still really think that you're giving them excellent customer service.
• 03:34 Does that make sense?
• 03:36 Okay, so just to recap, confirm your customer's desired outcome.
• 03:40 So what I'm hearing you say is that you ultimately want X, or if I can do
• 03:44 customer's desired outcome, that would be an excellent solution for you?
• 03:49 And get the response, and respond accordingly.
• 03:52 If a client's not excited about your solution,
• 03:55 what would be an outstanding solution for this issue?
• 03:58 You got it.
• 03:59 All right, guys, I'm gonna see you in the next video.

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