SIX QUESTIONS · C U S T O M E R M A S T E R Y T O O L S SIX QUESTIONS E v e r y c u s t o m e r l...

CUSTOMER MASTERY TOOLS

SIX QUESTIONSEvery customerleader needs to asktheir team weekly© 2020 Jermaine Edwards part of The Irreplaceable Advisory Group. All rights reserved

QUESTIONS ARETHE ANSWERS

S o c r a t e s w a s k n o w n a s b e i n g o n e o f t h e w i s e s t m e n , n o t f o r w h a t h e k n e w b u tb e c a u s e h e k n e w w h a t h e d i d n o t k n o w . H e m a d e e v e r y o p p o r t u n i t y t o u s e

q u e s t i o n s t o a v o i d a s s u m p t i v e t h i n k i n g a n d e x p a n d h i s t h i n k i n g .

S o c r a t e s w a s f a m o u s l y q u o t e d f o r t h e p h r a s e - “ A n u n e x a m i n e d l i f e i s n o tw o r t h l i v i n g . ”

T h e r e i s m u c h w e c o u l d u n p a c k i n t h i s . I w a n t t o o f f e r a r e p h r a s i n g o f t h i st i m e l e s s t r u t h w i t h a n o t h e r .

T H E U N E X A M I N E D A C T I V I T Y I S N O T W O R T H D O I N G .

© 2020 Jermaine Edwards part of The Irreplaceable Advisory Group. All rights reserved

L a c k o f c l a r i t y i s t h e k i l l e r o f t r u l y e f f e c t i v e a c t i v i t y . G o o d i d e a s , s t r a t e g i e s a n do p p o r t u n i t i e s r a r e l y h a p p e n b y c h a n c e . T h e y a c t u a l l y t a k e w o r k , b a s e d o n

r i g o r o u s t h i n k i n g .

O n e o f t h e m o s t p o w e r f u l h a b i t s a c u s t o m e r l e a d e r c a n a d o p t w i t h t h e i r a c c o u n ta n d k e y a c c o u n t t e a m s , i s t o c h a l l e n g e e v e r y o n e ' s t h i n k i n g a b o u t t h e i r a c t i v i t y .

T e a m s c a n t h e n u n c o v e r b e t t e r a n s w e r s t h a t m a t t e r t o h e l p g r o w t h e i rp e r f o r m a n c e a n d t h e i r c u s t o m e r r e l a t i o n s h i p s .

Q u e s t i o n s t r u l y a r e t h e a n s w e r s .

QUESTIONS ARETHE ANSWERS


I cannot teachanybody anything, Ican only make them

think

SOCRATES© 2020 Jermaine Edwards part of The Irreplaceable Advisory Group. All rights reserved

The easiest questions to ask our teams as a leader is“what are you doing this week?” The team individuallyweighs in on their actions. You document it and holdeveryone accountable until the following week.

What if instead of activities we asked our team “whatproblems do you want to solve and why?” We do thisas discomfort focuses the mind and the brain is veryefficient at finding problems.

Problems indicate challenges that get in the way ofresults. We want our teams to focus on activities thatgenerate results. When asking about problems thatneed to be solved, we are actually highlighting thechallenges that get in the way of results for the team.

QUESTION ONE: PROBLEM QUESTIONWHAT PROBLEM ARE YOULOOKING TO SOLVE THIS WEEK?WHY IS IT IMPORTANT?


Each week we have many conversations withcustomers, team members, partners and so on. Allthese will give a different perspective and view of thecustomer relationship.

Because we can be very caught up in the delivery of anactivity, we often miss the opportunity to capture realinsights and learning from our interactions.

Your 1:1 or team meetings is a great place to bring theselearnings up. Capture, apply and share these with thewider team, and if helpful the business too. The morewe learn about our customers the better we can servethem and drive results.

QUESTION TWO:REFLECTIONQUESTIONHOW HAVE YOUR CURRENTCUSTOMER CONVERSATIONSCHANGED THE WAY YOU THINKABOUT HOW YOU SERVE ANDSELL TO YOUR CUSTOMERS?


To drive performance for ourselves and our teams weneed to evaluate what is working, why and if possiblereplicate it.

Each of your team members is doing somethingconsistently that helps them win in particular areas oftheir customer engagements.

In many cases, it will be invisible to them but obvious toothers. Until we, as leaders, ask the question andinvestigate we will be unable to understand success,support our teams and leverage on everyone’sstrengths.

Habit questions help us to see where those behavioursare, make our team aware so they can learn and workmore effectively with each other.

QUESTION THREE:HABIT QUESTIONSWHAT ONE THING DO YOU DOWEEKLY THAT YIELDS BIGGERRESULTS THAN OTHERS?


We cannot grow what we don’t nurture. That goes forour personal growth. Our teams growth does nothappen by accident; it requires intentional action.

Development questions from a leader raises theawareness and importance of learning and growing tothe team.

You cannot just say and not model this yourself. It iscritical you also demonstrate this.

Just by asking the question allows you to see who hasreally thought their development through and thosewho may need more guidance.

QUESTION FOUR:DEVELOPMENTQUESTIONWHAT ONE SKILL WILL YOU BEWORKING ON THIS WEEK THATWILL AID YOUR SUCCESS?


Curiosity is a trait of top performers. They are alwaysseeking to understand and explore what is next. Wecan apply this to our teams through questions.

Curiosity questions get our teams to think about whatthey might not know about a customer. This gap inknowledge then becomes something they can exploreto help them serve and grow a customer.

QUESTION FIVE:CURIOSITY QUESTIONWHAT ONE QUESTIONHAVEN'T YOU ASKED YOURCLIENT THAT WOULD HELPYOU UNDERSTAND HOW WECAN SERVE AND HELP THEMBETTER?


Team based questions are powerful as they bringpeople together. Instantly through these questions weseek to benefit others and not just ourselves.

In team based questions everyone wins, as the wholeteam comes up with ideas everyone can benefit from.

Using a team based question weekly will promote acollaborative culture, create new ideas and drivepositive actions.

QUESTION SIX:TEAM QUESTIONHOW CAN WE HELP EACHOTHER ACHIEVE MORE THISWEEK THAN WE DID LASTWEEK WITH OUR CUSTOMERS?


Take the space to really look at one specific key account.

If you’d like to know how you, your team, organisation can become masterful questionscrafters who can get to the truth with any key customer, then get in touch by booking acall.

Book your call here: https://jermaineedwards.as.me/growth

Look out for more supporting resources to come.

Jermaine EdwardsFounder, Customer Mastery and The Irreplaceable Advisory Group

WHAT NEXT?


For support or questions on work or documentationplease book a call here:

https://jermaineedwards.as.me/growth

JERMAINE EDWARDSFOUNDER, CUSTOMER MASTERY AND THE IRREPLACEABLE ADVISORY GROUP© 2020 Jermaine Edwards part of The Irreplaceable Advisory Group. All rights reserved

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