Small-business question
Why do customers sometimes say one thing and do another?
By Rick Hesse ·
Short answer
The short answer
A person may like an idea and still hesitate because of timing, cost, uncertainty, or something they have not said yet. You cannot know the reason from behavior alone. Make it easier for them to ask questions and decide.
Where this fits in a real small business
Rick has spent years watching the difference between what people say and what they do, including in his own decisions. That observation calls for humility and curiosity, not pressure.
One useful next step
When interest does not turn into action, check whether the next step is clear and invite an honest question. Avoid filling in the customer’s reason for them.
The lesson behind this question
I Learned Business by Watching People
Different questions lead to the same deeper teaching: listen to the people who use, buy, and deliver the work before deciding what to build or sell.
Read the full lesson