When a client calls and needs information, they want answers, not an inquisition. Solution based education means you offer the solution, once you know what the problem is. Sometimes, that means you have to give a little time to questions and answers, to get to the basics of the issue.

Asking Questions —

When the client starts talking, you listen first. Once they’ve explained their problem, ask questions to clarify. Make sure you’re asking for information and not asking just to prove how smart you are, or to prove a point that’s irrelevant to the solution.

Recently, I listened to a music instructor talk to my son. “Show me the note. What note are you playing?” He showed her the chord he was talking about, and then she asked him again. He said the same thing over and over, getting more and more frustrated because he didn’t understand what she was asking him. Her confrontational style of asking was an affront to him, telling him repeatedly that he didn’t know what he was talking about. When he finally got to the answer she wanted to hear, she said, “See, you don’t know any of this.” Not only did my son get frustrated with her and decide he didn’t want to learn to play the instrument her way, but I was frustrated enough I just wanted to tell her to take a flying leap. He had asked her for instruction, not a confrontation of wits and words. His request had been reasonable enough. By the time we left, he didn’t want to talk to anyone about music.

Ask questions to gain information, not for the purpose of proving you’re smarter than the client. They’re already assuming that, or they wouldn’t have asked you in the first place.

Bring them to the table —

The function of business communication is to bring people to the same table and encourage them or motivate them to act on your recommendation. Whether you invite them to the table with enough coercion to convince them it’s in their best interests, or you bind them and drag them to the table, the result may be dependent on their willingness to spend time with you. If your process of motivation is beating your customer to an emotional pulp, the intended results probably won’t happen more than once. The smart customers won’t come back for a second beating. Those who do come back will do so, only because they can’t find another source. Few people will voluntarily come back for the beatings.

Give your clients information; attract your customer by giving them what they ask for without driving them away. Attraction is a far easier means of obtaining a client, and gathering information does NOT have to be a confrontational experience. Learn how to communicate without a confrontational style and you’ll find customers rush to do business with you.

Make your communications profitable by using Brand Recognition, Identifiable Marketing Objectives your clients can follow simply and easily.