April 24, 2024

S2E2: What scares customers and how to avoid scaring them

1 hour 13 minutes

The conversation explores the topic of what scares customers and how to avoid scaring them. The hosts and guest discuss the fears that customers have, such as the fear of change, the fear of failure, the fear of being oversold, and the fear of new technology. They also touch on the importance of building relationships with customers and gaining their trust. The conversation highlights the need for transparency, communication, and early wins to alleviate customer fears. The hosts and guest share their insights on how to approach clients, ask the right questions, and provide valuable solutions. In this conversation, DJ, Nish, and Mary discuss the importance of building relationships with clients and overcoming their fears. They emphasize the need for honest and transparent communication, as well as the value of patience and understanding. They also highlight the importance of focusing on solving the client's problem rather than just building software. The conversation concludes with a discussion on the role of change and the need for alignment between the consulting company and the client's needs.

Takeaways

Customers have fears such as the fear of change, the fear of failure, the fear of being oversold, and the fear of new technology.

Building relationships and gaining the trust of customers is crucial in alleviating their fears.

Transparency, communication, and early wins are key in building trust and addressing customer concerns.

As consultants, it is important to offer free consulting and focus on solving the customer's problem rather than selling.

Authenticity and effective communication are essential in delivering difficult messages to clients. Building relationships and establishing trust with clients is crucial

Honest and transparent communication is key to successful client relationships

Patience and understanding are necessary when working with clients who are resistant to change

Focus on solving the client's problem rather than just building software

Alignment between the consulting company and the client's needs is essential

Sound Bites

"Customers resist change and want transparency"

"Customers fear failure and want to prove their worth"

"Customers are scared of overselling and new technology"

"Not everybody wants to change"

"Personal, professional, and honest communication"

"We have to be bold enough to say we are doing what we know is right"

Chapters