To ensure that our team members at InsideOut succeed on personal and collaborative levels, we have pledged to develop a company philosophy, or a company best practice playbook, together. In our fourth panel, lead by our Accelerator Joe Shea, we discussed the importance of situational readiness and stickiness.
So what is situational stickiness?
Here at InsideOut, we define situational stickiness as an instance in which customers openly discuss at length their difficulties to achieving satisfaction within their organization – their implied needs.
An instance of situational stickiness is absolute GOLD, yet with these three steps you will mine the metal right away.
(1) Find the Right Question
In each industry, the “money question” is always different; however, at its core it addresses the pain that the customer is experiencing. Our Accelerators have had the most success pinpointing this specific question by evaluating the deliverable and the route necessary to accomplish the deliverable prior to the call.
(2) Shut Up
When you initially break through the rock and find a shred of gold (the “money question”), stop talking. You are now in a position to deduce the customer’s successes, failures, goals and pain points even if they are not explicitly stating them.
Regardless of your success determining and deploying the “money question,” it is imperative to actively listen after you have shut up, as the customer is now in a situation in which they are stuck opening up to you. Take notes and allow them to speak for as long as he or she is comfortable. Then, if necessary, utilize probing questions to deduce any additional information to provide him or her with the best solution.
At the end of the day, people like to talk about themselves and their companies. Feed their egos and let them do the work for you.