Explorations in Uncovery

Last issue I showed you the communications model of the Johari Window and related it to the critical process of Uncovery. The goal? To help a business uncover information about itself that is unknown to its potential customer base. Not just any old information, but emotionally powerful information, the kind that potential customers would find persuasive. This is the information that provides the foundation for a business’s online objectives and suggests the strategies and tactics that will work best.

Suppose I sit down with you, my client, and ask you why folks do business with you. You’ll probably swear to me that the reason is because “we’ve been family owned and operated for 25 years,” or “it’s our superior service,” or “we provide exceptional value.” But, actually, the truth lies hidden beneath these clichés.

Self disclosure occurs incrementally – the ability to disclose more about yourself increases over time, with familiarity. How many times have you simply met someone and immediately spilled your guts? Everything about yourself, your hopes and dreams, your passions? It’s tough to dig deep when you feel the exchange is potentially threatening or hostile – even when the intention is opposite, it can feel like you against them.

I’ve learned that one simple fact hinders the uncovery process: most people are not good at self-disclosure. They are happy to talk endlessly about facts, but not emotions. However, answers like “family-owned,” “superior service” and “exceptional value” don’t generate terribly helpful uncovery information. Don’t get me wrong, it’s nice information. But it’s not the bottom-line food-truth about your business that is going to get your visitors salivating for what you have to offer.

Ears actively tuned to the tiniest nuance of an answer, I’ll persist: “Well what else could it be?” or “Your competitor offers the same thing, is there anything else?”

And here’s what happens next: you start to get defensive. “I’ve been doing this for 20 years, I think I know my business better than you do.” And you are absolutely right. In fact, I’m counting on that. But the more defensive you get, the more you close up, the less likely I am going to be successful uncovering your critical information.

It’s a sensitive process. The experience of uncovery walks a fine line between being encouraging, yet challenging your belief about how others see you or your business.

“It is a delicate issue when we suggest to people who are bone honest, that the reality of how and what they are, may not be exactly as they see it. As in all things, truth and honesty are the strongly held private perceptions of the holder him or her self. They are not necessarily ‘the truth’ and at the same time, they are not ‘lies’.”1

But uncovery is about getting to the truth. So instead of asking questions that can make you uncomfortable – like “What is your unique value proposition?” – we ask open-ended questions, questions for which there are no right or wrong answers.

  • Ask your customers to complete these thoughts for you:
  • First time visitors to our store tell us........
  • One of the most unusual questions we've ever had was.........
  • One thing people tell us they are confused about our business is........
  • I was especially proud when I helped a customer with........
  • We do lots of things that customers never see, if they knew this they would.......
  • The biggest error made by first time buyers is........
  • When we talk with customers they always tell us.........,(about our business)2
  • The brilliant thing about this technique is that these questions will encourage you to tell me stories. And when you tell a story, you are able to enter the world of emotion. When you tell a story, you unconsciously provide insights into your passions. When you tell a story, you can self-disclose without fear of providing a wrong answer.

    The critical information an uncovery can reveal is not necessarily the sort of stuff that makes you drop your jaw in awe. While the way the insights relate can be complicated, sometimes the message itself is very straightforward.

    Take this job company we are working with. They defined their objectives based on competition for resumes, thus they saw job boards as their primary model (stuff like Monster.com). During a conference call uncovery, together we were able to identify that this company was different because they were gathering resumes for existing jobs for which they were prepared to actually hire. They weren’t brokering jobs – unlike job boards, these guys were hiring! And that has made all the difference. It was such a simple little piece of information – but one that had eluded an intelligent, multi-billion dollar company for years. Once the messaging changed to reflect this, results increased immediately by more than 75%, and now a complete redesign of the entire site will reflect this critical perspective.

    And then there’s a company we work with that sells foreign language courses. Through the uncovery, it became apparent that instead of focusing on the product itself, the message needed to focus on the people and the results of using the product. What was the real value of the language course? Ego, satisfaction, pride and self-actualization. Drilling deeper, past the facts and into the true emotional experience, took this company from rags to riches.

    Think of your uncovery as a social experience – it’s impossible to perform a true uncovery on yourself. You want to work with someone who has very good listening skills, is willing to take note of everything you say and exhibits a compassionate awareness for the commercial process in general and your piece of it in particular.

    An uncovery should be managed sensitively, but to get the critical information, the exchange also needs to be challenging. You may know your business, but you may be completely unaware of your message. Don’t be afraid to dig deep enough to find that diamond of information.

    Will you allow the information your customers need to remain hidden, or will you uncover it so that it persuades them to buy?

    1 Russell Friedman, The Grief Recovery Institute.
    2 With gratitude to Steve Rae

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