As a customer I am often frustrated when someone either over or under-supervises me and I get told stuff I already know, or can’t seem to get the information I actually need. Might this be happening with your customers?



I want to quickly demonstrate the use of Blanchard’s Situational Leadership® II model to showcase a way to look at your customers with new eyes. Not only will you save time with this approach, you will also give customers exactly what they need to succeed with your product and thus develop greater respect, memories of care, and referrals.

By teaching customers how to rapidly gain competence with your product they can more quickly feel like champions as they share their brilliance with you and others.

How this works

To begin with, think of something you sell that people are excited to have, but initially don’t know how to use. This first stage of learning we call an Enthusiastic Beginner. What do they need at this stage? They need direction—very specific guidelines, examples, and to be taught and shown how to use the product.

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