We’re doing a lot of customer discovery work right now at SalesWise. We’ve built a great platform with strong enthusiasts, but we need to keep evolving to help our customers do what they do best. Helpful, then, when a colleague recommended I check out The Mom Test by Rob Fitzpatrick. Rob describes the book simply:
“How to talk to customer and learn if your business is a good idea when everybody is lying to you”
You may have a notion of what the book is about, but it’s likely not that – not just about target audiences in customer discovery. It’s both more general in its approach and more specific in asking the right questions to get the most useful input.
What I liked most about this book was its focus on tactics. Many books like the Lean Startup, the Challenger Sale, etc. are great at shaping your conceptual thinking. They’re great frameworks. However, they aren’t as tactical as what I found in Fitzpatrick’s book – a welcome change of pace. Plus, I can always ask better questions.
- The gist of The Mom Test is to get beyond compliments and to facts. Most people provide what you want to hear – spare your feelings. They’ll tell you how great your idea is. They’ll tell you to keep them in the loop for when you launch. When it comes time to launch or buy, they don’t. Instead, ask for specific examples of how they accomplish tasks today. Ask for real problems – examples. Ask how problems affect them. Ask for facts.
- “Why do you bother?” An interesting question here. It’s a question to get at the effects/ impacts folks run into. Get to the “why” and “how is that important”. “It’s important for me to know how productive my team is”, “I have to run reports daily on employee overtime”, etc. Impact sheds light on value.
- Don’t talk about the idea. When gathering feedback, it’s important to not lead the audience. Ask questions about the current situation that your product/ service (idea) may solve for. Ask for impacts. Ask how they currently solve the problem you hope to solve. How has the audience tried to solve the problem – have they found other solutions? If they haven’t, why? Maybe it’s not a big problem after all…
- Bad is good. That is, if the multiple folks in your market reiterates they have a fine solution, and they say their problem happens only so often, that’s good. If they says they don’t bother to look for a new solution, that’s good. Yes, you may want to show off your idea and try to convince them why your idea will save their lives. However, if the signs are not looking good, this is good feedback. Maybe you shouldn’t actually pursue this idea after all. Pursue another opportunity with better traction and viability.
- Have conversations. Fitzpatrick highlighted the importance of having “conversations” rather than interviews or meetings. Approaching casually enables the dialogue to flow with honesty and buy-in.
- Meetings are only productive when there is learning and/ or clear next steps. This is already highlighted in countless sales books. Even if the next step is not to move forward – again, moving on is a good thing. Get commitments and advances – time, money, or reputation (e.g. introductions).
- Democratize feedback to get alignment and provoke thought leadership. Withholding input from conversations challenges creativity, problem-solving, etc. Share feedback across leadership, teams, etc. – transparency or democratization of insights.
- Segmentation is critical to success – addressing a target audience to ensure a product/ service has a market. If there are too many different responses, take a sub-segment till you have cohesive feedback. Too many responses could mean too wide of a market which could lead to too many solutions. Then, no segment actually gets satisfied.