15A – Figuring Out Buyer Behavior No. 2

Findings and Conclusions from 3 interviews:

In my first interview, with Gabriel, I found out that he would consider my service for his business only if he could oversee our training with his employees himself, and pay a reasonable price. He liked the idea of the training service, and has the need for it, but has stipulations on the process. The stipulations he suggested were understandable, and would be something I believe we could work with, and could help us generate our specific process.

In my second interview with Cindy, I found out that she is very skeptical of the idea of outsiders training her employees and she would require that we have good experience and recommendations before she would hire us. She would like to be able to find us online with a "legitimate" looking website and see our qualifications there. She would expect to see a major difference after our work is done. She would expect to see her customer satisfaction numbers go up by at least 50% after our training was done... if she hired us. Her information was helpful.

In my last interview with Jay, I found out that he loves the idea and would be very open to the idea of outside professionals coming in to train his employees in customer service. He would like to be able to see a website and learn more about us fro there, and he would prefer that we meet with his leadership team before starting training, to inform them on what policies to enforce with the team after we are gone. His biggest concern is what this service would cost, and if he would see a return on this investment, through returning satisfied customers. He would expect to see customer satisfaction percentages go way up in his business. He was very interested in the service, and gave very helpful information.

The interviews helped me gain insight into what customers want and what results they would expect to see. They want to see qualifications and know about prices before hiring. They want results after. They want to see the difference in their employees and see that affect their customer satisfaction. I believe that a website with qualifications listed and a cost estimator tool would be very useful and help potential clients. I also think that some assurance of results would be a major help to potential clients of my business.