Drill 2 · 3 min
Five discovery questions
Why it matters
This moment happens before you touch the equipment. It's the short conversation where you learn about the person, not just the problem. ", and head straight for the heater.
Or they only ask questions with yes or no answers. Then, when it's time for options, they're guessing what this customer cares about. The facts that matter most in this call are not in the garage.
Who lives here. How long they plan to stay. What happened the last time they hired someone.
What they're worried about. Customers will tell you all of it if you ask, and they trust you more for asking. So ask five open questions, two about the problem and three about them.
Listen to the whole answer. Follow up on one thing they say. Then say back what you heard before you start working.
In this drill, you're in the garage with Margaret. Ask your five questions first.
How it sounds
Tech
Before I look at it, can I ask you a few things? Tell me what happened when it stopped working.
Customer
Well, yesterday morning the shower just went cold. And there was water on the garage floor.
Tech
That helps. Who lives here with you, and how do you use hot water on a normal day?
Customer
Oh, it's just me now. My husband Harold passed four years ago. He always handled these things.
Tech
I'm sorry. So you're taking care of the house on your own now. What matters most to you in how we fix this?
Customer
Well, I don't want to spend more than I have to. And I don't want to be fooled again.
To pass
- Ask at least five questions, most of them open-ended
- Ask at least two about her (who lives here, her plans, what matters to her), not the equipment
- Follow up on at least one of her answers
- Say back what you heard before you move on
Your customer
Margaret Ellis
Retiree on a fixed income
Before you look at the heater, ask Margaret five open questions, two about the problem and three about her.
The drill picks up mid-call. Margaret already knows why you are there.