Sometimes, the customer is uniquely unqualified to assess what’s best for them.
Where Empathy Comes In
That said, an expert at empathy understands the delicate bridge connecting what the customer wants and what the customer needs.
Put yourself in the customer’s shoes, then use the benefit of your expertise to simply show them what they’d really prefer to do if they had your knowledge and skill set.
- Tim Miles, Wizard of Ads Partner
From the article, The 7 Facets of Kindness: Shareworthy Service.