Understand each customer’s needs

Take the time to understand what the customer is trying to accomplish, what matters most to them, and what concerns could affect their decision or experience. Ask useful questions, listen carefully, and confirm your understanding before recommending a solution.

Recognize that customers differ in how much guidance, detail, and personal contact they want. Keep relevant notes about their preferences, previous purchases, and important conversations so the next interaction builds on what is already known.

Update that understanding as their circumstances change, and use it to provide suitable advice and support. Remembering a customer should make their experience easier and more relevant.