The promise for the customer includes complete clarity of what he/she expects and clarity of making the customer aware of what they want and within that space, we define what is possible and what is not. Giving the customer clarity in terms of the choices available in terms of colours, painters, products, etc. Expertise and counseling is given at every stage, within the choices of what really suits the customer well and what the customer can look at before making a final decision.
The customer comes in with a vague understanding of what he/she wants and would want us to decode it. So when we talk about expert advice it is not just about giving advice w.r.t the color to choose – but let’s say I (as a customer) have a piece of wood, then what do I exactly want on that wood.
So the customer may come with a lot of requirements, but out of these what is it that you specifically want to do. So within the available choices, expert advice is recommending what really suits the person’s need well and what all s/he should look at before saying, I still want to go ahead with this choice and this particular requirement.
Sometimes the customers don’t know what they need. For example, if I am going in as an expert; not all the customers will understand if they are facing any wall-related issue or not. So sometimes the customer’s tacit need might just not cover what is really required to get done in the house. Waterproofing is still a need that people can view, see, and understand so but there are other needs like the wall is un-leveled, or there are undulations on the wall which may have implications for the painting job, etc. that is taking place. This may not be obvious to the customer and need diagnostics.
Diagnosing issues and needs that are not obvious to the customer and sharing it’s implications