Customer: self defense basics

    Customer: the basics of self-defense

    Communication between the customer and the contractor is an eternal topic. How many copies were broken, how many words of all kinds of bad things were said, but still the problem lived, lives and will live, as the cause of Lenin is in the minds of followers. However, such “conversations” are quite different from each other, as, indeed, the customers themselves. What to do in each case? Let's figure it out!

    1. Dunno or "Find that, I don't know what"
    imageSuch a dialogue is probably the most widespread and usually includes one single phrase that completely crosses out all attempts to find out the requirements: “Well, you are a developer / admin / programmer / All-Seeing Eye (underline what you need)! You know better how it should be! ”Of course, we geniuses know everything. But can you give a hint? Then the options will already appear, and the details will be clarified, and there will be “the same thing” from which the customer will be glad, and the artist will have a rating increase and a wallet replenished. Otherwise, everything is useless, “Ales Kaput!”, As German colleagues say.

    What to do: offer options, but choose the most interesting one in advance. And to convince that the proposed is the most fashionable, effective, user-friendly. Everyone will be satisfied, because the customer is already initially ready to admit your case.

    2. Negativist or “I don’t like it and that's it”
    image Probably the most unpleasant moment. For “I do not like” in this case is abstract and not supported by even the most simple arguments. Attempts to offer alternatives are initially doomed to failure - here the matter goes on the principle. “I’m the boss, you are a fool”, nothing else. Yes, the task is not easy, but with the right decision, the client will leave satisfied and will subsequently trust unconditionally.

    What to do: look for these very arguments and specific nit-picking. It is impossible to not like everything. We'll have to recall the classic: “Do you have any complaints about buttons?” And so on all counts. In the end, the vis-à-vis will understand that the option proposed to him is almost a masterpiece. Everyone is happy, everyone is happy, peace, friendship, chewing gum.


    3. The dictator or "And I want it that way!"
    imageIt is also an extremely difficult option - it is impossible to prove your case in the usual way. You give the customer one argument, another, the third, and he repeats: “I want this to be the point.” And you won’t go against the rule about “eternal client rightness”. For he so wants. Despite the logic and common sense. The situation is difficult, because I want to get on the tree and not hurt the sirloin.

    What to do: the arguments, as I said, do not work. Checked. But there are workarounds:
    - if something can be improved without touching the appearance and functionality, then you need to do this (for example, use another technology).
    - if it’s not possible to improve “imperceptibly”, then suggest suggesting that “should all users need this?” Maybe those who log into the network through the iPhone, which is extremely popular today, will not be able to see it? Is it worth sacrificing a large part of the audience for the sake of dubious beauties?
    - to think, is it not better to leave as requested? If the option “leave” is contrary to the logic and convenience for the user, then refuse this order. Otherwise, such “anti-advertising” will come out more expensive for itself later.

    4. A diplomat or “Let's talk!”
    imageIt differs from all others in that it is ready to conduct a dialogue. Not a monologue, not the expression of requests and claims, but a dialogue. It can quite accurately describe the desired result and is ready to work together with the performer. Yes, he can discuss every little thing, but in the end everyone remains extremely pleased. It occurs infrequently, but if you suddenly met, then everything, happiness can be considered fulfilled.

    What to do: what to do? Take care of such a unique, try to catch the slightest desires and please. After all, he is so rare! A kind of lifesaver, a lucky ticket. And in this case, under no circumstances should you violate the deadlines. They should not be violated at all, but this person can be extremely useful. Typically, such people are willing to pay good money and / or recommend you to their friends. And connections, as you know, are not scattered.

    Of course, each person needs a different approach, and people who can be considered one type are extremely rare. It’s important to understand how to identify these types and work together. There are quite a few ways to understand who is in front of you: the tone of speech, appeal in real communication and in correspondence, the nature of the requirements for the project, up to and including documented ones. In addition to your own experience, psychology books (including NLP), communication trainers, and experimental training (employees, friends, relatives) can help you solve problems in customer communication. The most important thing is to understand what and why the customer needs, and how it is as clear as possible to offer him a solution to the tasks and discuss it.

    I sincerely wish all customers to be diplomats. Well, if you're unlucky, then you know how to find ways to turn everything in your favor.

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