Definitions
This is recognizing a customer’s spoken or unspoken financial need.
What is a Clue?
Why do we ask discovery questions?
What is To understand customer needs?
This principle focuses on the customer, not just the transaction.
What is Relationship Building?
Every customer interaction should begin with this.
What is A Greeting?
This theme reminds us that service starts with genuine concern for the customer.
What is Care?
This term describes an impactful and genuine customer interaction.
What is a Lily Moment?
Why do we use service strategy instead of only completing transactions?
What is To deepen relationships?
This principle means recommendations should connect directly to what the customer shared.
What is Relevance?
Recommendations should always connect to this.
What is Customer Need?
This theme encourages asking deeper questions instead of allowing interactions to remain transactional.
What is Being Curious?
This trait results in asking questions and uncovering additional details beyond the transaction itself.
What is Curiosity?
Why should recommendations feel natural?
What is To build trust?
This principle means listening for more than just words.
What is Active Listening?
Service strategy should never sound like this.
What is Forced/Scripted
This theme means leaning into uncomfortable conversations and focusing on the best interest of the customer.
What is Courage?
This is moving naturally from transaction into deeper conversation.
What is a Transition?
Why is clue recognition important?
What is It reveals needs and opportunity
This principle means responding in a way that feels personal, not scripted.
What is Authenticity?
Strong conversations should feel this way.
What is Natural/Impactful
Asking one more question before ending a transaction reflects this theme.
What is Curiosity?
This means connecting a product or service directly to a customer’s stated need.
What is a Recommendation?
Why do lily moments matter in customer conversations?
What is They strengthen relationships with customers and provide a memorable and impactful interaction.
This principle reminds us to understand before offering solutions.
What is Discovery/Uncover Needs?
A customer should leave feeling this after strong service.
What is Valued?
Addressing an important financial need even when the conversation feels difficult reflects this theme.
What is Being Courageous?