- BLUE HELP
- Discovery Interviews (Step 2)
- How to conduct a customer tour
Blueprinting Center & Methodology
- What is New Product Blueprinting?
- How is Blueprinting learned and applied?
- Blueprinting Center
- Blueprinting E-Learning Course
- How can I become Certified in New Product Blueprinting?
- How does Blueprinting fit with a stage-and-gate process?
- How does Blueprinting fit with strategic planning?
- How does Blueprinting fit with Design Thinking?
- How does Blueprinting fit with Lean Startup?
- How does Blueprinting fit with Minesweeper de-risking?
- How does Blueprinting fit with LaunchStar product launch?
- What innovation metrics should we use?
- What is "Jobs-to-be-Done?"
Market Segmentation (Step 1)
Discovery Interviews (Step 2)
- How to plan Discovery interviews
- Preparing your interview team
- Convincing customers to be interviewed
- How to handle confidential info in an interview
- How to conduct a Discovery interview
- Finding & using a digital projector for interviews
- How to conduct a customer tour
- How to debrief & follow-up a Discovery interview
- Engaging your sales colleagues in interviews
- Engaging distributors in interviews
- Interviewing customers down the value chain
- How to interview remotely with web-conferences
- How to interview at trade shows & other venues
- Interviewing in different global cultures & languages
- How to listen well during customer interviews
- How to probe during customer interviews
- How to gather economic data during interviews
- How to create & use Current State questions
- How to identify Must Haves (MH)
- How to select Top Picks (TP)
- How to use Trigger Maps
- How to form Outcome Statements
Preference Interviews (Step 3)
Rest of Blueprinting (Steps 4-7)
4. Convincing customer to give you a tour
Consider these options if a customer resists providing a tour when you visit them.
Some companies and industries are notoriously resistant to letting you tour their facilities. That’s OK. The question is, can you at least learn more than your competitors? Consider these approaches.
- Request a partial tour. The customer may be comfortable letting you see certain less-proprietary portions of their operation.
- Ask for a virtual tour. They can sketch out their process on a conference white board, giving you an excellent understanding of their process.
- Request the tour after your interview. Yes, ideally you’d like to tour first and then interview. But sometimes a customer is more willing to let you see their process after you’ve impressed them with your sincere desire to listen and learn during an interview.
- Offer to sign a non-disclosure agreement (NDA). This can make a customer more willing to let you tour their operation.
- Don’t give up. Just because they say “no” the first time, don’t assume you’ll never get that tour. The secret? Convince them you are a supplier that can truly innovate on their behalf… and that the benefits of working with you outweigh the risks.
For more on this topic, view e-Learning Module 14: Customer Tours, at www.blueprintingcenter.com > e-Learning.
Keywords: Reluctant customer, customer tour, B2B customer tour, tour of customer facility, tour of customer operation, partial tour, virtual tour, tour after interview, non-disclosure agreement, NDA