I went to our new family doctor a few weeks ago with little doubt of getting proper care. Having had some “less than spectacular” experiences with doctors, I assumed the doctor would make a few guesses, prescribe some meds, and send me out the door with some hope that I was properly diagnosed.
Upon arrival at my new doctor’s office I was asked for my insurance card and some identification. Nothing more, no ridiculous forms where they ask you the same questions that can be answered on the cards I already gave them. Within a few minutes I was called into the patient room and only a few minutes later the doctor came in. She greeted me with a warm smile, introduced herself, and then broke out her laptop to take notes. After getting to know me, my hobbies, habits, and health history, she asked me several questions about the issue I was having. She ordered blood work and performed a few other tests. She indicated that she had identified the problem but would wait til’ my blood work came back to confirm.
The next day my doctor called me. She confirmed her first diagnosis and then asked me what pharmacy I go to so that her staff could call it in and have the prescription ready for me within a few hours.
As I’ve thought about this experience with my new doctor, I have been reminded of how important it is to ask customers questions. How often do we start prescribing solutions before truly understanding the needs of our customers? I know it’s easy to fall into this trap. What’s really interesting is that the most experienced sales people and even real estate agents can be the worst offenders. Too often we allow our experience to get in the way of asking meaningful questions.
In your next client meeting, try to listen more than be listened to. You’ll be amazed at how much your client will share with you. You will not only have a far greater chance of prescribing the right solution, but you could earn a customer for life in the process.
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