04/05/2022
I don't know if I'm going to surprise you, but...
An essential part of my services, which my clients pay me for, is to remind them of what they already know.
I'm still a little uncomfortable with that fact because I feel like I'm charging to tell them what they already know. And I think less and less shy about doing it. (Although, I write it here a little more to convince myself of it).
With time I understood how important it could be. In daily activities, to solve urgent problems, we lose sight of certain decisions. And our actions end up being guided by these problems. Hence the expression, that ¨The tree hides the forest¨. All you can see is the tree...
I will give you an example.
You are developing a service for an opportunity that you have detected. It won't be long before you focus on the service, how it is delivered, presented, the PDFs, web pages, and presentations to sell it, the customer experience. That's fine, but all the attention and issues discussed are on internal pitfalls.
We forgot the customer. Initially, we identified the opportunity from observations of the client. But since we built the solution, we no longer ask anything of it.
We have forgotten that what the customer wants is: to do what he wants, when he wants, in the way that suits him best, at the precise moment when he wants it.
I would even go so far as to say that in some cases, what I describe in the last line becomes the subject of customer complaints internally! Instead of seeing these as opportunities to do better than the competition, we denigrate these customers.
We lost sight of the customer and went back to pushing our product or service, only solving internal problems.
If this description speaks to you … you have taken this turn, like many others. But don't be too hard on yourself for too long. We all get caught in this trap.
If you want to quickly discuss how to correct it in your particular case, it will be a pleasure to discuss it with you.