Reading the Customer

Created by Emily Brucia, Modified on Mon, 3 Feb at 1:16 PM by Emily Brucia

Understanding your customer is key to success in any business. It's important to be able to identify their personality type so you can tailor your approach to them.

Identifying the Type of Client

Not every client is the same, therefore not every client interaction will be the same. You need to be able to adapt your approach to each individual client.

The BOLT System

The BOLT system is a tool that can help you quickly identify personality types. It is an acronym that stands for:

Bulls
Owls
Lambs
Tigers

Bulls

Bulls are the no-nonsense type of people. They like to be in charge and control. They make decisions quickly and are results-oriented. However, they can be hard to build rapport with and can come across as rude.

To handle a bull, don't ramble, be confident. Use a "this or that" question approach and set clear expectations.

Owls

Owls are your analytical type. They love to see options and know all the facts before deciding. They are low-key and matter-of-fact, with a business-first mindset.

To handle an owl, be detailed and set clear expectations. Focus on information and results more than design.

Lambs

Lambs are well-mannered and slow to decide. They need guidance and expertise. They are willing to listen and quick to trust, making it easy to build a connection with them. However, they have high buyer's remorse and second-guessing.

To handle a lamb, build rapport and trust, be enthusiastic. Steer the conversation and give suggestions, but make sure they feel heard.

Tigers

Tigers are upbeat and make decisions quickly. They love to talk and can easily get sidetracked. They are fun to talk to and extroverted, making it easy to build rapport with them. However, they can be hard to keep things on one topic.

To handle a tiger, build rapport and keep the excitement high. Utilize signposting and refocusing techniques.