A client's reaction at the Denver spa expo last month made me rethink my consultation script.

2 comments

2 Comments

Okay, "rethink my consultation script" is a big deal. What did the client DO or SAY that was so different? Sometimes you don't know what's missing until you see that real, raw reaction. Was it confusion, or maybe they pointed out something obvious you'd been totally overlooking?

emma3491d ago

You said "real, raw reaction" and that hit me. I had a client just stare at me blankly when I explained my process. It wasn't confusion, it was like I was speaking a different language. They finally said, "I just need to know if you can fix my wall." I was giving the whole speech about curing times and aggregate mixes and they just wanted a yes or no. Totally changed how I start those talks now.