When I go to the big box retailer, I’m lucky to find someone to tell me where to find the items I want. They seldom, if ever, engage in a conversation to understand what I’m trying to accomplish. Usually they point me in a direction leaving me to find and select the item I want.

 When I go to my local hardware store I have an entirely different experience. Usually someone will greet me shortly after I come in the store. They ask what they can help me find, and while we are walking to select the item, they ask questions and listen to learn what kind of project I’m working on.

 Sometimes I buy additional items that I would have forgotten, or not even thought of, had the sales person not listened to understand the outcome I want. Occasionally  I will buy an entirely different item because it will provide a better result. Listening to understand the outcome I want helps the sales person suggests necessary items, or it causes me to think of them on my own. Either way I get the result I want. I feel good about the experience, return to the store often and recommend it to my neighbors.

 Are you getting the number of referrals or introductions you'd like from your clients?  If not, does it have anything to do with the level of service they experience doing  business with you?

Do you resist the urge to provide only the solutions your prospect's ask for... so you can provide a higher level of service?

Are you asking the right kinds of questions, really listening to the answers, and confirming your understanding, so you can make recommendations that add value and strengthen client relationships? 

Does the value you add to the buying experience help your prospects and clients justify doing business with you even when your price is higher, or when your product line is limited compared to the competition?

What kinds of questions do you ask to set your service apart?  I'd love to hear from you so we can share them with others.