For great client relationships use these 6 words
Asking your clients open questions in a timely manner will give you the information that you need to help and advise your clients.
And this level of client care builds great relationships with your clients AND leads to winning more clients and therefore securing the future of your firm.
So, what’s stopping you?
Most of us don’t have the requisite skills to ask open, information-seeking questions; but be in no doubt, the future of your firm depends on you getting this right…
Rudyard Kipling wrote a poem called ‘The Elephant’s Child’ in 1880 that in our competitive world is more relevant than it has ever been.
I keep six honest serving men
(They taught me all I knew);
Their names are What and Why and When
And How and Where and Who.
All the best questions start with these 6 honest serving men, What, Why, When, How, Where, Who.
Using these 6 words when asking questions will always give you more informative answers.
Here is a brief explanation of the words and their importance:
What? - To seek things out that are or will be…or used in a sequence to solve a problem.
- What do you think are the major problems in your production processes?
- What can we do to help you grow your business?
Why? – Seeks cause and effect – helps you to gain a deeper understanding of a business situation – Warning! This can be heard as the most confrontational type of question!
- Why are your working processes organised this way?
- Why are you looking for alternatives to your current supplier?
When? – A simple question seeking a timeframe.
- When is your financial year end?
- When do you want us to deliver your accounts?
How? – Looks at the process – how did this happen or how will this happen.
- How did you find out about our firm?
- How will we get your files and records from you in the future?
Where? – Looks to locate an action or event – this can be a simple question or part of a more detailed question
- Where do you want meet, your office or ours?
Who? – This question brings people into the question – connecting them with an action or an object
- Who do need to speak to organise your payroll?
- Who do I need to contact to get payment?
Used correctly the six honest serving men will be at the core of the questions you ask within your firm.
Click here to learn about the importance of the six honest serving men and when to use them to create better conversations with your clients and secure a bright future for your firm.