Use What vs. Any
Claire Lew, CEO of Know Your Company, shares an idea that might make customer conversations more productive:
When you ask “what” instead of “any”, you invite a greater response to a question. For example, when you ask, “Do you have any frustrations?” it’s very easy for the person to default and say “no.” But when you ask, “What could be better in the company?” that question assumes that there are things that could be better. It opens the opportunity for someone to provide a more honest answer.
Everytime you close a conversation with a customer, asking if they “have any more questions,” you’re giving them an easy way to answer “no.” Instead, try asking them “What might I have explained better?” and keep the conversation going.