Customer Intelligence

Have these handy

• A pencil and paper
• Your last 20 customers or appointments (a printout, your calendar or your phone)
• Any question you've heard more than twice lately

The slides

1. 1 Run five short customer conversations with three plain questions, and write down their exact words
2. 2 Watch what customers do, like where they hesitate and what they ask twice, instead of trusting assumptions
3. 3 Sort customers into a few real types (new, repeat, drifted) and work out what each one is worth
4. 4 Today: start a common-questions list at the front desk or in your phone and add every question you hear this week

The Customer Notebook

Watch the recording