How to get the most out of your customer visits

Helpful tips for product managers.

Photo by Amy Hirschi on Unsplash

“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” — Sam Walton

Customer Visits

“Spend a lot of time talking to customers face-to-face. You’d be amazed how many companies don’t listen to their customers.” — Ross Perot

1. Prepare Well

2. Match and Mirror

2. Avoid Biased Questions

3. Ask More Open-ended Questions

4. Be an Active Listener

5. Ask Great Questions

  • What challenges do you face, or what problems do you have?
  • How big is the problem, and how does it affect them?
  • How are you dealing with the problem currently?
  • What are your goals or jobs to be done?
  • What’s the typical buying process in the company?
  • Who makes the buying decision?

6. Retrain Sales Pitch

7. Avoid Script

8. Observe How They Do Things

9. Show Interest

10. Maintain Composure

“Imagine your customer is your best friend — listen to their concerns, be a shoulder to lean on and then shift the focus from what went wrong to how you can help make it right.” — Rachel Hogue




Product Manager and Certified Scrum Product Owner

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