How are great questions like cookies?
Sometimes, you have to ask – or have – just ONE more.
Let me explain. When it comes to staffing, your clients don’t always know what’s best for them. In fact, many of your customers aren’t sophisticated enough buyers and consumers of staffing to know what questions to ask, especially when problems crop up.
You know what that means, right?
The responsibility for asking great questions rests with you.
Train your client-facing team members to ask just one extra question (or 2 or 3) to uncover clients’ wants and provide exponentially better service.
Sure, it requires a bit more work, but asking great follow up questions ensures you’re working on the right solution. For example, a client may ask one of your account managers to recruit candidates for two direct-hire positions. At face value, this is a simple request, but is hiring two new full-time employees the best solution to the employer’s problem? What prompted the need for these hires? And could flexible, on-demand access to trained temporary employees be a more cost-effective option that yields the same results?
Your account manager will never know unless they ask! Train your team to pose relevant follow-up questions, so you’re sure they’re selling solutions to the right business problems.
Don’t just ask; anticipate!
Once your team learns how to use effective questions to:
- uncover hidden problems;
- identify underlying causes of service issues;
- and ensure you’re working on the right solutions…
…train them to take their service to the next level – by anticipating what the next question might be. Proactively answering a client’s next question is something we at Haley Marketing do every day to improve our service. Instead of just reacting to a question that’s posed in an email or support ticket, we think ahead and try to answer (or in some cases, ask) the next logical question a client might have. This proactive critical thinking:
- expedites the path to resolution by eliminating a lot of unnecessary back-and-forth exchanges;
- helps us gather missing information faster (especially when a client doesn’t know the right question to ask);
- pleases our clients, because they get all the information they need up front.
Customer-centric organizations systematically ask and anticipate questions to deliver shareworthy service, every day. So train your team to reach into that proverbial cookie jar! Your clients’ experience will be that much sweeter.