So this is a blog post from a startled person. 🙂 When I work with a client, my intention is to provide support and guidance in three areas – all of which touch each other, which is why our conversations always float among the three areas rather than stay strictly in a single area. These three areas are:
- Personal growth that is required to run your own business (usually illuminated by looking at what you are not doing, or where you feel stuck).
- Marketing strategies for each product or service being offered (for a great primer on ALL the ways to market, go get a copy of Michael Port’s Book Yourself Solid if you are a service professional).
- Checking out the business idea – does it have legs?
Imagine my surprise when, this week, I ended up realizing that someone I worked with actually placed 100% value on the RECORDING of our conversation rather than the ideas, tips, and strategies that were shared in the conversation. In other words, this person didn’t perceive value in my expertise or knowledge, the value was in having a recording. When the recording failed, the statement I heard was “the financial investment I made is a write-off.”
This is a GREAT opportunity to remind myself and my readers that while we may THINK we know what our clients perceive as valuable we might, in fact, be wrong. I figure my clients see value in grabbing ideas, encouragement, and energy from me. But in at least this case, I was dead wrong. So today’s questions for you are:
- What do you think your clients hold as the value in their relationship with you?
- How do you test this?
- What can you do to keep yourself from being surprised?
Once you are clear about what you want clients to value, it’s a good idea to look at your marketing materials (website copy, social media, etc.) and be clear in your speech, making sure that you are talking the language of the value you wish to be to people. For instance, I could have served this client better by being clearer that the recording was, in fact, a last-minute and second-level benefit to our working together. In other words, I’m not selling the recording, I’m selling my time and my expertise. It’s my job to be clear about that. And, word to the wise entrepreneur – it’s your job, too!
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Mitch Tublin says
Sue,
A number of good reminders, thank you.
Mitch
Linda P. Jones says
Sue,
Interesting story! Who wouldda thunk? The recording being so important, more than the teaching? Wow. Now that’s an interesting
mindset! Thanks for sharing.
Linda
Jenny Fenig says
Ya, I like to do regular client surveys to ask those questions about what is truly important to them.
Your story goes to show that everyone is different in what they perceive is valuable!
Patricia Selmo says
Wow, Sue – interesting perspective on the part of your client! I think you’re right, though, that we should be constantly listening to our clients to determine what they value!
Patricia
Dr. Robert Fenell says
Sue,
What we think as value to our customers could be something completely different. Great article!
Dr. Robert Fenell
Kiyla Fenell says
Sue,
Thanks for the recommendation. I definitely will put that on my reading list.
Kiyla Fenell
Heidi Alexandra Pollard says
Thanks for being open and sharing this experience Sue – isn’t it interesting that we can jump to conclusions about what others perceive as valuable and be off the mark – thanks for the food for thought!
Heidi Alexandra
Debbie McNeill says
Great reminder Sue to always put ourselves in the client’s seats. thanks for sharing.
Gregg Pechmann says
Book yourself Solid is a book that needs to be continually studied. What an awesome resource….thanks for sharing Sue.
Jennifer Longmore says
WOW! Very interesting indeed! I can relate, in that, I just conducted a survey and learned what folks really want (very different than I thought…:)
As an aside, before beginning each call, I state my intention for the call and ask my client to state theirs so that it’s crystal clear what we’re dicussing and the desired outcome…:)
Thanks for the inspiration, Sue!
Jennifer
suepainter says
Yes, Jennifer, I clearly state, too.
Get Clear Goals with Lynn Moore says
This is great Sue! A very good reminder to always be in the heads of our clients, checking and rechecking what we ASSUME. Thanks for bringing this to our attention,
Lynn
Laura Hollick says
very insightful Sue!
You’ve created a wonderful opportunity for me to ponder this deeper.
thank you
Mary Ellen Miller says
Sue, how interesting to hear the different perception of the client versus yourself. We certainly all perceive in our own way and as the old expression goes, “perception is reality.” Thanks for advising to find out what our clients’ perceptions are!
Jeff Brunson says
Sue, these are very valuable words you have for us! Thank you.
I remember a break through in my own branding when I was gifted with the words of my clients describing what I did for them in their terms … not mine! That completely changed how I talk about what I do and my business was blessed accordingly.
Now … I am going to bring that back to present consciousness and feel the power of their language once again.
Thanks again for this lesson,
Jeff
Lisa Manyon says
Sue,
Great questions to ask. One of the things I like to ask my clients is “What do you perceive that people experience/get from doing business with you?” The answer is often far different from what is expected or experienced.
Write on!~
Lisa