Standing In Your Client’s Shoes
What’s covered in this learning:
People respond when they know you really get them. Here you’ll take time to really stand in their shoes, so you can find language that let’s your best clients know that you are really here for them.
NOTE: This is also the first element from the Customer-Focused Story learning module, so the work you do here will support that work as well.
1. Standing in Your Client’s Shoes PDFs
- Standing in Your Client’s Shoes. Click here to download the workbook.
- Q&A – Click here to download the PDF (This Q&A includes questions from the OCS material.)
Here’s the PDF workbook with the full teaching and exercise. When you get to the exercise, you may want watch the video. It will reinforce the reading, after which you will be guided through the exercise.
2. Watch the Standing In Your Client’s Shoes video
Here’s the video! It was recorded in HD, so if it isn’t loading quickly for you, or keeps stopping, click the “HD” in the lower right. That turns the HD off (you can click it again to turn it back on).
At the point where I guide you through the exercise, you’ll want to pause it as often as you want to give yourself the time you need.
Your assignment:
- Read the PDF workbook.
- Watch the video.
- Do the exercise that is in the workbook.
- Answer the questions.
You might find it helpful to open up a Google Doc, or another file, or even in a paper notebook (gasp!) and answer the questions there, so you can track your progress.
Questions:
- Describe your experience with the Standing In Their Shoes exercise.
- Who did you get in your heart, to stand in their shoes?
- What did you notice about their experience?
- As you took it deeper, what did you notice then?
- Write a sloppy, non-marketing paragraph describing what you experienced, writing it in the second person.
- What insights or take-aways do you have from this exercise?