If you want to understand the problem a client is dealing with, you have to ask.
That’s a double-edged sword.
On the one hand, people love to talk about themselves. If you ask an earnest question, you’ll often get more than you expected.
On the other hand, you still have to ask. And that can often be a challenge.
What do you say? How do you say it?
I like to keep a resource — a small swipe file — of questions that I run into during my day. I keep this file so whenever I need inspiration — or a good question to ask — I can come back and read through it.
Then I use the questions to build my scripts and standard operating procedures. Like in The Initial Call Script (https://kaidavis.com/initial-call-script/), one of the resources I share is the ten questions to ask on initial calls — the questions that I use and that I recommend you ask as well.
Today I ran into an interesting one for the swipe file:
What outcomes are you not getting now that you would like to be?
That’s a great way to get on the same page with the client regarding the change they’d like to see. Their answer tells you the direction and type of change they’re looking to see.
By the way, in The Initial Call Script, I also share my notes on asking good questions. If you’re looking to level up the quality of the questions you ask on your initial calls, then I recommend you pick up a copy of The Initial Call Script: https://kaidavis.com/initial-call-script/.
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