Someone asked me the other day, “What is the most important question you can ask a new client?”
My answer was, “How is the weather?”
Asking a simple question on a Zoom meeting that has nothing to do with business and everything to do with getting to know even just a little bit about your client, personally, is how you start building a positive relationship.
Now, don't get me wrong… are there some VERY important questions you need to ask a new client? YES! There's like a billion things I'd recommend asking new and prospective clients to ensure that you're able to manage their expectations and/or that they're the right fit.
And do I really need to know about the weather where they're at? No. Honestly, I do not need to know the weather patterns around the world and I've probably already got a good idea about what the weather is like because every phone has the Weather app installed as a default.The most important question you can ask a new or prospective client is, 'How is the weather today?' Click To Tweet
But while I'm not really a weather buff, I really do want to connect personally with my clients and the weather is a neutral topic that will help me move to the next question.
Oftentimes, they’ll tell me they had a snow day with their kids and then I get to learn about how many kids they have. After a few calls, I’ll know their ages and maybe even their names.
Eventually, months from my first call, we’ll spend 20 minutes of our 30-minute "business meeting" talking about the challenges of parenting while running a company… and I’ll be better equipped to serve them and maybe even made a great friend.
In fact, these conversations are how I learn about my client's needs, their dreams, and how I might fit into all of it -- even if it's just in a small way. And, even if the business end of things doesn't work out, I just genuinely want to know and care about the people I work with -- isn't that just a good way to do life?
You see, if you want to be great at customer service, don’t just learn about your client’s business… show them that you genuinely care about them as a person!
The COO of our company, Lemonade Stand, Mitch Labrum always says, "Nobody cares how much you know until they know how much you care."
You'll be surprised what you learn, the relationships you have, and the people you impact and that also impact you.
I’m so grateful I’ve been able to build some amazing relationships with incredible people around the world just by starting out with one very simple question.
It’s 33 degrees and snowing here at 🍋 Lemonade Stand in Orem, UT today…
How’s the weather where you are?
Let me know in the comments below.If you want to be great at customer service, don’t just learn about your client’s business… show them that you genuinely care about them as a person! Click To Tweet