The best customers for us are the ones that present us with a new problem, because chances are, if one customer has that problem, 100 more have it, or 1,000, or 10,000. So you start thinking about solution development rather than product development. … Invariably, those solutions come not from guys sitting in a room by themselves saying, “Hmm, what would I want if I were a customer?” or “What are our competitors doing?” ... So when it comes to sales, we’ve tried to change the conversation from “Let me show you what I have to sell you” to “What are you trying to do in your company? What problems can I help you solve?” —Michael Dell on what it took to grow Dell into a multibillion-dollar business
There’s a LOT of wisdom packed into the paragraph above. It bears repeating. In our office, I often remind my team that the clients who repeatedly call us with complaints, demands, and requests are NOT the ones who worry me. The ones who worry me are the ones who NEVER call. About anything.