Validate Your Customer's Experience Before You Solve Their Problem
Sometimes people get caught up in their problems. It happens to all of us. The problem seems overwhelming, complex and the consequences? Potentially life-shattering.
That's how it seems at least, when you're neck deep, gasping for air and can't see your way out.
Then you come along (shining armor or superhero capes optional). Objectively view thier problem, see it for what it is and hold out a simple solution in your hand.
You know it will work.
They look at you in horror. Aghast at your simple solution. Then return to wringing their hands about their big, complicated problem.
For a moment, you're completed baffled. WTF just happened?
Sometimes when people have problems that feel big, complicated and overwhelming they want a solution to match.
They want a solution that requires a lot from them.
They want a solution with multiple steps to complete.
They want a solution that can only be obtained by going through an "expert".
They want a solution that's an investment in time or money.
What they definitely don't want is your simple solution that will fix their problem quickly and easily.
Because simple solutions to problems that feel overwhelming, complex and potentially life shattering don't validate their experiences.
If they accept such a simple solution to their big, complicated problem then they might also have to admit that their problem wasn't as difficult as they imagined.
Always find a way to validate the problem your customer is having right now. Before you offer your solution. Compassion first.
Applies to your products, services, and life.
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