Helpful Expertise #4: Knowledge + #5: Insights

Harness your expertise and insight to ensure the best possible outcomes for your customers.

Jim Stein
Published Date: June 17, 2024

Expertise is what members of your team know about the various types of work they produce and the industry they belong to. They’ve gained this knowledge through direct experience and study. You’ve trained them on Best Practices, which produce better outcomes, and they use their expertise to communicate with customers and decide how to do the work.


An insight is a combination of understanding a situation and knowing what to do with this understanding. “I understood that Mary’s job has X to deal with, so we decided to do Y.”


With this understanding, your team can give personalized, specific expert advice and set up the job to avoid problems. Without this understanding, they can’t.


A single insight can determine the outcome of a job. The difference between “one size fits all” expertise and truly helping an individual customer starts at understanding the critical aspects of their specific job and who they are. Then your team can formulate key insights into how to approach the work and the customer.

Related Blogs

Why is Helpful Expertise so Important?

Jim Stein

  Giving Helpful Expertise means meeting customers where they are by customizing your responses based on their job specifics, personal communication style and pacing.   Too often companies fail to help customers because   of mismatched communication styles they don’t provide answers to key unasked questions – your potential customers don’t know what they need […]

Helpful Expertise #2: Responsiveness

Jim Stein

Responsiveness is the perceived time it takes for your team to act on promised and implied commitments. By definition these implied commitments are unspoken and often assumed by custom, like returning a phone call within two days. Since there’s no official rule of response times per channel between company and customer, unless you specifically set a response commitment, each customer judges your responsiveness subjectively based on their individual sense of what the standard should be for the channel of communication and the nature of the commitment.

Latest Blogs

EGO and Customer Satisfaction: Part 3

Jim Stein

Establish up front what your customer expects from you by asking, “What results do you expect to see from our work?” When you understand the customer’s expectations, you can address any misconceptions before the work begins.

EGO and Customer Satisfaction: Part 2

Jim Stein

Figure out how to foster a strong sense of pride in each team member’s quality work, displays of strong work ethic, customer satisfaction focus and professional development. Start by recognizing, thanking, and rewarding each team member on specific accomplishments and moments of success. Expand from there. Once you realize that your job is to foster GOOD EGO, you’ll come up with ideas to do so.