A couple of weeks back, I wrote a blog around – Life Lessons – Are There Rules for Interacting With Customers. This time, I want to discuss an important trait that everyone needs to harness when interacting with customers in the context of SQL Server.
Information is just not enough: Many customers I interact with often look for immediate solutions to their problems. While providing them with the necessary knowledge is important, it is equally crucial to address the root cause of their issues. Simply relying on search engines for quick fixes may work temporarily, but it does not provide a long-term solution. Combining a solution with a logical explanation and the right information is powerful and something that customers appreciate.
Hearing is not Listening: There is a Greek proverb that says, “We were given two ears and one mouth so we can listen twice as much as we speak.” This proverb holds true when it comes to understanding customers and their issues. Listening is not just about hearing; it requires actively paying attention and understanding what the customer is saying. Jumping to conclusions without fully understanding the customer’s situation can lead to missed opportunities and ineffective solutions. Before providing consultation, it is essential to have a scoping call or a prep call with the customer to fully comprehend the problem, estimate the time required, plan the necessary scripts, and arrive at the most appropriate solution. Listening carefully will help troubleshoot a customer’s issue effectively.
As SQL Server professionals, it is crucial to develop the skill of listening and understanding the information obtained through conversations with customers. Avoid making assumptions while listening and refrain from jumping to conclusions or providing solutions before having all the facts in front of you. By actively listening and understanding the customer’s needs, you can provide better support and build stronger relationships.
As I wrap up this blog post, I hope you understand the importance of listening to customers in the context of SQL Server. Remember, listening carefully can help you win your customers and provide them with the best possible solutions. Feel free to share your thoughts and experiences in the comments section below.