1. Encounter Process
Before we start talking about tools, let’s look at the Encounter Process – a very useful concept that helps to organise our thoughts about what goes on when we meet a customer.
2. Meeting Preparation and MAP
Preparing to meet a client is like getting ready for a journey. I’m too busy to plan in as much detail as I might like, but the least I can do is get a MAP before setting off.
3. Starting Meetings and PAGE
While my MAP helped helped me envisage the road ahead, it couldn’t predict the weather! When I meet my client, I have ot revise my assumptions and get in sync with them …
4. Discovery and DISCOVER-Y
It’s best to approach client meetings with an exploratory mindset, even if the ultimate goal is to conquer new territory! Discovery is greatly helped by the DISCOVER-Y tool.
5. On Listening and Angry Clients
Going beyond the tools, this section discusses a couple of subjects of importance to client encounters – practices for quality listening and dealing with irritated or angry customers.