Estimated reading time: 4 minutes

It’s Only Common Sense: Be the Solution, Not the Problem

In life and business, you’re either contributing to the problem or the solution. Customers come to you because they have a challenge, a pain point, or a problem that needs solving. The businesses that customers rave about consistently prove themselves to be problem solvers. Adopting a problem-solving mindset isn’t just good for your customers; it’s the key to building loyalty, standing out in the marketplace, and growing your business.

1. Understand the Problem

Too often we think we know what the customer wants before they’ve even finished talking. The golden rule here is to listen. Customers are not always articulate about their problems. They might focus on the symptoms rather than the root cause. Ask questions. For example, a customer might say their product isn't performing as expected. Instead of jumping to fix one aspect, ask what they need the product to do. What are their priorities? Sometimes the issue isn’t what they initially described. By listening, you respect the customer’s perspective, and ensure you’re addressing the right issue. Nothing wins trust faster than a partner who takes the time to understand.

2. Be Proactive, Not Reactive

Professionals anticipate potential issues and address them before they occur. This requires a proactive service mindset. If you’re in the printed circuit board (PCB) industry, and your customer is on a tight timeline for a high-tech prototype, anticipating possible delays in materials or production steps shows you’ve thought about their needs from every angle. Offer contingency plans or alternative materials ahead of time. When you’re proactive, you tell your customer, “I’ve got your back,” and customers remember that. They return because they’re working with someone who stays two steps ahead.

3. Empathy as a Tool

Empathy is not just a soft skill; it’s a business strategy. When you show genuine concern for your customer’s challenges, you build trust that competitors can’t replicate. Imagine a frustrated customer. Perhaps their clients are pressuring them because their project is behind schedule. Instead of focusing solely on the technical problem, acknowledge their frustration by saying, “I can see how stressful this must be for you. Let’s work together to make this right.” This transforms you from a vendor to a partner, humanizing your interaction and strengthening your relationship. Your customer feels supported and valued by your empathy.

4. Offer More Than One Solution

Customers like choices. Presenting multiple solutions lets them select what works best for their situation. It also shows you’ve taken the time to think creatively about their problem. For instance, if a customer needs a specific component that’s unavailable, offer alternatives, such as a comparable part, that is in stock. Perhaps you can expedite a custom order or redesigning a section of the product might eliminate the need for that component. The key is to avoid saying, “We can’t do that.” Instead, say, “Here are three ways we can make this work.” 

5. Follow Through 

It’s not enough to offer a solution; you must follow through. Customers need their problems solved, not patched over. This means staying in touch until you have resolved the issue. Update them regularly. Confirm the solution worked. Check in afterward to ensure they’re satisfied. Nothing frustrates a customer more than having to chase you down for updates. Show that you care by being thorough and consistent in addressing their problem. That dedication creates lifelong customers.

6. Turn Problems Into Opportunities

Every problem offers the chance to shine. Customers judge you by how you handle problems. For example, a supplier once sent me the wrong parts for a project. Instead of making excuses, they took ownership, expedited the correct parts, and threw in a discount. Their attitude impressed me. They used their mistake to prove their commitment.

When you solve a problem, you don’t just fix what’s broken; you build trust and loyalty. Your customer walks away thinking, “This is someone I can rely on.” And that’s priceless.

7. Measure Success by Customer Satisfaction

The true measure of success is not simply whether the problem was solved, but how the customer feels. Did they leave the interaction happier, more confident, and more inclined to work with you again? To gauge this, ask for feedback. A simple follow-up email or call shows you care about their experience. For example, after resolving an issue, ask, “Is there anything else we can do to improve?” Customers appreciate the effort, and their responses often highlight areas where you can refine your service.

The Problem-solver’s Creed

Being a problem solver is about seeing every customer challenge as an opportunity to demonstrate your value, expertise, and commitment. Customers don’t expect perfection. They expect partnership. When you show up with a solution-oriented mindset—listening, anticipating, empathizing, following through, and measuring success by their satisfaction—you build lasting relationships. 

It’s only common sense. 

Dan Beaulieu is president of D.B. Management Group.