Defining Value.
What’s the difference between good value and good price?
PERSPECTIVE.
Don’t people just want the cheapest rate or lowest cost?
NO.
When we feel value, the price is always good! When we don’t feel any value or we feel negative value, the price is always exorbitant.
When we define something as having good value, it’s something we feel - it rarely has a finite or exact dollar figure.
Think of a time when you thought you purchased a service or product and it was SO GOOD, or it exceeded your expectations, that you would have paid more for it. That’s right, you would have actually paid more, with no compunction about it. That’s because you FELT value, you had a need and it was exceeded. The price tag can be irrelevant.
When I ask people about when they FELT great value, here’s what they say:
“They went above and beyond.”
“I got something I didn’t even know I needed.”
“They made me feel like I was the most important client.”
“They showed respect for what I needed and for the questions I asked.”
“They listened.”
“I felt good after I received the service or product.”
“My expectations were way exceeded.”
“They acknowledged how I felt - with no judgement.”
“They asked what my opinion was. I felt like I mattered.”
Notice that none of the answers were, “they offered me the cheapest price.”.
So, the question is, ‘How do we deliver that feeling of value’?
We know we do good work, we’re good at our job, we have good products and we care. We KNOW that. But, how do our clients know that?
Well, through our skilled dialogue, of course.
We listen. We ask open ended questions. We put effort to matching our non verbal with our verbal communication. We express empathy. We pause. We set agendas. We outline expectations. We take an active interest in our clients. We value them. We value their business. We value their perspective, even when it’s in direct opposition with ours. They matter and it shows.
We communicate with positive intent, with curiosity and with skill. This is a learned thing, these dialogue skills. They help us form and maintain relationships with our clients which in turn equates to value.
When our clients feel valued, they feel value and they’ll pay AND they feel good about doing it.
-Becky
