The client/customer is always right, we all know that. But what the customer really wants?
In Agile approaches is sometimes expressed the concern of ” too customer-driven”, that imply that customers are not always the best people to define a change or direction of a product. So is ‘the customer always right’, and is it good Agile practice to ‘give the customer what they want’? It’s not how it works. Nowhere in the eight principles of the Agile Project Framework does it say ‘give the customer what they want’.
First: Customer focus over self interest.
‘The key to Business Agility is the inspirational leadership of collaboratively autonomous teams, committed to delighting their customers.’
So, you need to know your costumer. You have to give a change to see how “they thought they wanted’. You need to focus on the business needs and being prepared to explore where the real value for the customer really lies. Collaborate with the costumer and communicate with him continuously. Agile practices allows to have the power to encourage new thinking.
Because it’s people, not processes, that innovate – and people that keep a business competitive.
Putting the customer’s interests first does not necessarily equate to giving the customer exactly what they want, but it should give them what they need.
To be clarified, there’s a list of things of what costumers want and you’ll find out that is pretty much what agile is all about.
- Listen to the Customer – As It was previously mentioned, It’s important to listen to the costumer needs. Customers sense immediately when somebody is not really listening, just faking it. In order to really listen, you must forget your goals and suppress your own inner-voice. It’s always about the customer. It’s not about you.
- Understand ALL the Customer’s Needs- Do not just care about customer needs and what your company’s offering. Understand how buying from you can really help satisfy their personal needs.
- Bring New Perspectives and Ideas- The costumer is always looking for help. The power of suggestion can help you achieve your goals and the costumer’s too. Therefore, you must be able to bring new perspectives and Ideas to the table.
- Be confident– If you or your firm can’t persuade the costumer to believe that your offerings will truly achieve the results you’re expecting to achieve, It is almost impossible to convince the costumer that you will. If you don’t believe in yourself, who else will? Have Confidence In Your Ability to Achieve Results.
- Connect Personally With the Customer – Making a connection between two individuals who trust each other is what a truly selling situation has to be. “All things being equal, most people would rather buy from somebody they like… and that’s true even when all things aren’t equal.”
- Provide Value That’s Superior to Other Options – Unless you can prove that buying from you is the right business decision for the customer, the customer can and should buy somewhere else.
- Communicate the Purchasing Process– Price, discounts, total cost, add-on options, availability etc. You must have all the info that they wanna ear. Without surprises. Costumers hate when you do the opposite.
- Craft a Compelling Solution- Present solutions. That’s what they want and except you to have. make a proposal, a workable solution. You have that ability.
- Help the Customer Avoid Potential Pitfalls Every business decision has risks but they also want you to minimize that same risks. You have to know what could go wrong and what in similar situations has gone wrong.
- Collaborate- customers absolutely do NOT want you to sell them something, even something that’s wonderful. They want you to work with them to achieve a mutual goal, by being responsive to the customer’s concerns and ways of doing business. Ideally, customers want you to become integral to their success.