U for Uncertainty — Understanding People A to Z

  • The HR must’ve resigned
  • The manager must be busy with new pitches
  • The company recently got funded, they must be busy counting money.
  • Did my mail go to spam? *Resend*
  • @#$%^&, *&^$!@#$%^()
  1. Before motivating the customer to do what you want them to do, anticipate the concerns they’ll have on their mind and answer them.
  2. Your customers must understand how to do what you want them to do.
  3. Map uncertainties and answer them at the right time.
  • Tells me the location of the car I’ve just booked
  • Maps the movement of the car realtime and tells me the time at which my car will arrive.
  • It tells me the make of the car
  • It assumes that I might not be familiar with the make, so it tells me the colour of the car
  • It gives me the number of the car and the driver
  • How to pay? If I’ve linked my Uber account with my bank or payment apps, it discreetly goes through. Or I can pay any way I like, really.
  • It tells me when I’ll reach my destination, so I’m not anxiously guessing.
  • What if I forget to cancel? I’ve lost so much money to freemium services. I hate that I find out only when the money goes from my account.
  • I don’t want to commit. Will I be stuck with Netflix forever?

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Anisha Singhi

Anisha Singhi

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