Unlocking Client Loyalty: Fix This First (Not What You Think!)

Have you ever had a client come to you with a problem that seemed straightforward, only to discover later that it wasn’t the real issue? 

As experts, it’s tempting to dive right in and flex our superpowers—solving problems is what we do best! But here’s the thing: clients often come to us with symptoms, not the root cause. 

If we don’t pause and dig deeper, we risk solving the wrong problem altogether.

When I say “symptoms,” I’m referring to the surface-level challenges that clients experience—the things they can easily identify and articulate. While these symptoms are real and deserve attention, they’re often just indicators of a deeper problem lurking beneath the surface. If we focus solely on fixing symptoms, we’re treating the pain without curing the disease.

I’ve learned that the key to delivering a truly impactful client experience is taking the time to uncover what’s really going on. When we focus on find and solving the root cause, we not only save the day, but also build trust and create lasting partnerships. 

Let’s dive into how you can refine your process and supercharge your practice.

Key Strategies for Solving the Client’s REAL Problem

1. Clarify the Problem

Here’s a truth I’ve come to embrace: clients often think they know what they need, but they don’t.  That’s why it’s so important when they share their challenges to pause and ask yourself, “Do they really know what they’re asking for?” 

Spoiler alert: probably not. This is where your expertise shines. By asking thoughtful questions and listening deeply, you can uncover the real issue—the one that needs solving.

For example, instead of jumping straight into solutions, I like to ask my clients, 

“Tell me more about that.” or 

“Can you give me an example?” 

These simple prompts often reveal layers of issues that weren’t obvious at first glance.

2. Educate and Ask Questions - From the Beginning

Education isn’t just for your clients—it’s for you too! 

In my marketing and sales process, I make it a point to educate clients about common challenges while simultaneously educating myself about their unique situation. This dual approach ensures we’re on the same page before diving into solutions.

One of my favorite tools is a diagnostic framework or checklist. (You can complete my diagnostic called a “Business Health Checkup” here to see your business’ strengths and areas to improve.)

Whether it’s through onboarding questionnaires or exploratory conversations, I aim to dig deep enough to understand what’s really driving their pain points. You can think of this as detective work—piecing together clues until the bigger picture emerges.

3. Present a Solution and Onboard Effectively

Once you’ve identified the root cause, it’s time to present a solution that aligns with their true needs—not just what they initially thought they wanted. 

But don’t stop there! 

A seamless onboarding process can make or break your ability to deliver results effectively.  When I start working with new clients, I always let them know upfront that I’ll take time to understand their team, processes, and challenges before diving into fixes. 

Why? Because hitting that first domino—the one that sets everything else in motion—is my ultimate goal. 

When you solve at the root level, everything else starts falling into place.

4. Engage with Their Team or Network

If you’re working with businesses or individuals who rely on teams or external relationships, don’t hesitate to engage with those around them. Sometimes the best insights come from asking others about what’s really going on. 

For example, when serving small businesses as a Fractional COO, I often speak with team members directly to get a clearer picture of internal dynamics and learn what frustrates the team.

This collaborative approach helps me understand their business better, and builds trust across all levels of the organization. It’s amazing how much clarity you can gain by simply expanding your scope of inquiry.

Let’s Make This Personal

Now it’s your turn—how do you approach problem-solving with your clients? 

Do you ever feel like you’re fixing symptoms instead of root causes? 

What steps could you take today to refine your process? 

Reflect on these questions and think about where you might add more depth to your discovery  and onboarding phase.

Remember: every question you ask is an opportunity to uncover something transformative—for both your client and your practice.

Ready to Supercharge Your Practice?

Supercharging your client experience starts with solving the right problem—not just the one that’s easiest to spot. By clarifying the root cause, asking better questions, and delivering tailored solutions, you’ll not only transform your clients’ results but also elevate your own practice to superhero status.

Next Steps You Can Implement Today

1. Pause Before You Solve: Before diving into solutions, take a step back and ask yourself, “What’s really causing this issue?”
   Tip: Use a simple checklist to identify whether the problem is a symptom or the root cause.
2. Ask Better Questions: Dig deeper by asking open-ended questions like, “Can you give me an example?” or “Tell me more about that.”
   Tip: Create a list of 5 go-to diagnostic questions to use in every client conversation.
3. Hit the First Domino: Focus on solving the one core issue that will create a ripple effect of positive results across their business or life.
   Tip: Map out the problem visually to identify which domino will have the biggest impact when addressed.

Not quite ready to put these strategies into action and supercharge your practice? Then, let’s talk.

Book a complimentary Quick-Solve Session today, and together we’ll craft a solution to solve your clients' real need.

Unleash your superpowers—let’s save the day, one client at a time!