Wait to Offer a Solution

Dec 6 22:00 2003 Kendall Summerhawk Print This Article

Picture this: you are mid-way through a ... with a ... client when you hear, "So tell me how you work?" Youtell ... ... Now is my ... to tell them whatI do and how

Picture this: you are mid-way through a conversation with a
prospective client when you hear,Guest Posting "So tell me how you work?" You
tell yourself, 'Perfect! Now is my opportunity to tell them what
I do and how I can help them', and off you go, launched into an
energetic, enthusiastic description of your service.

The only problem is, no one is listening to your eloquent
monologue.

Let's rewind this movie and play it again, only this time, we've
made a few choice edits:

You are mid-way through a conversation with a prospective client
when you hear, "So tell me how you work?" You tell yourself,
'Hmmm. I haven't heard enough yet about what symptoms they are
experiencing. If I launch into a pitch now, I'll lose their
attention', so you answer:

"The way I work is by first gaining an in-depth understanding
of what a client's situation is, then I create a
solution-focused action plan to put the resources they need at
their finger tips. May I ask you a few more questions to find
out more about your situation?"

Well done! Your answer was short and benefit-oriented. You then
immediately turned your attention back to them by asking
permission to continue asking questions.

The example I gave was purposefully vague. You are welcome to
beef it up (although I am a long time vegetarian, somehow the
phrase 'tofu it up' doesn't have the same emphasis) to fit your
specific service.

However, do not, under any circumstances, fall into the trap of
talking about process. Hearing, "How do you work?" invites a
process answer. Resist. Answer it as if you were asked,
"What result will I get from hiring you?"

After all: It's Not About You, It's About Them.

Now it's your turn!

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Kendall Summerhawk
Kendall Summerhawk

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