Facilitating Customer Reviews

When doing customer reviews, you want to do a lot of listening and very little talking. The secret is to get them to talk – and that is where you use tricks like:

  • Ask open-ended questions to get more information
  • Summarize what they said to clarify your understanding
  • Ask closed-ended questions to move along

Try not to get nervous – or get good at hiding it. The client will feel more at ease if you are at ease. And show confidence – or create the illusion of confidence – so the client will trust you. But don’t be arrogant – be humble and gracious. And Empathies with them – but you got to be genuine – you can’t fake this – you really need to care.