One of my customer service buddies
says the first thing
she usually asks
a person with a complaint
is if they followed instructions.
They almost always say
‘yes.’
THEN she asks them
to guide her
step by step
through what they did.
That is when
she usually uncovers
they deviated from the instructions.
She tells them that is the source
of their problems
and she explains why.
“In the age of
unlimited access to recipes,
the hard part
about getting good advice
isn’t getting it.
It’s following it.”
Very few people
follow instructions.
Assume that
when you’re dealing with
prospects and customers.