Customers aren’t always rational in the way they buy things. Before we get too excited about our new, innovative offering, it is important to think first about the customer’s goals, pressing problems and their appetite for change.
Meaningful innovation resonates with your customer’s goals and solves one or more of their big, gnarly problems – particularly problems that no one else has been able to solve yet. New ideas that focus on opportunity creation can also be useful, but are harder to sell, unless you have a growth-minded customer and the potential of a big payoff or return.
The father of psychoanalysis, Sigmund Freud, suggests: “We will do more to avoid pain than to gain pleasure.” Most people are therefore much more motivated to resolve an issue that is keeping them up at night than they are to take a risk on a bright shiny opportunity that may or may not be better than their current reality.
For example, my family gave up its old ‘fatback’ analogue television only a month before the digital television switchover. We even took this 60kg TV with us to our new (two storey) place, where it was installed upstairs. Not long after, we found out that the analogue signal in our area was about to be switched off forever, rendering the TV useless. So we had to hire the removalists back to lug it down the stairs and take it away again!
As it turned out, my family wasn’t really that interested in buying a new TV to watch all the extra channels offered by digital TV (the bright shiny opportunity). We didn’t change over our old TV set until we were faced with the prospect of a black screen (big gnarly problem).
Before you rush out to talk to a customer about your bright, shiny offering, remember that while customers do expect innovation from their incumbent suppliers, no one wants change simply for the sake of change.
Robyn Haydon is a business development consultant specialising in business won through formal bids, tenders and proposals. She is the author of two books on proposals and sales, including Winning Again: a retention game plan for your most important contracts and customers.