Moment: RSM’s Mike Gillis on the Importance of Understanding What Matters to Customers

In this moment, excerpted from the session “Fireside Chat: Industry Focus at RSM“, Mike Gillis, Principal/Owner, RSM, chats with John Siefert, CEO, Dynamic Communities & Cloud Wars, about how demonstrating an understanding of what matters to customers can make a huge difference.

Key Takeaways

• Commonalities across customers: Gillis highlights finding that every conversation he has had with “any one of the customers is beneficial for all the customers.” Although industries are big with several different types of roles, there are often common factors that arise.
• Demonstrating an understanding: “If you really tune into the people that you’re talking to, and you’re listening to them really…and then you rephrase back, it demonstrates that you’re understanding.” This enables consultants to stay relevant and leads customers to appreciate feeling understood.
• Acknowledging the things that matter: This is something that organizations should prioritize when working with customers because these customers would not have started talking about things unless it mattered to them.