On my way to work, a man carrying a suit case asked me if this metro line goes to Richmond.
There are two trains on our metro, one that goes to the Airport in Richmond (the stop is called YVR) and one that goes into Richmond’s Centre (called Richmond-Brighouse).
The next train to arrive was to Richmond-Brighouse and my initial thoughts was to say “Yes, this train goes to Richmond”.
Luckily, instead of just assuming the guy wanted to go the Richmond Brighouse way, I instead asked him which stop he wanted to go to.
He clarified that he wanted to go to the Richmond Airport.
It is common knowledge to me that Richmond means Richmond-Brighouse but that is because I live in Vancouver, for someone who is not familiar with the city, they have no idea about this slight difference.
This is the same when it comes to a customer. Because you spend your day going over all the problems that can exist, it is very easy to assume you know exactly what the customer is asking, which can possibly derail their entire experience with you.
If you ask the right questions, you can ensure you don’t send your customer down the wrong path saving your customer a lot of time and aggravation.