General questions are a great way to gather information
about a client and their needs.
However, they can
be interpreted as a lack of understanding or a “fishing” tactic.
“What
did you mean by “x”?”
That question forces the client to do all the
work.
It’s far more helpful to communicate some
understanding before broadening our scope.
“The
term “x” can mean several different things (give examples). Based on our experiences, we interpret “x” to
mean … How does your organization use this term?”
Specific questions highlight our area of expertise.
They show that we’ve made an effort.
They force us to make a commitment.
Our question illustrates
what we know and implies what we haven’t considered.
When we’re just beginning to explore a
relationship or when our interactions are not face-to-face, everything is
hanging on our words.
We need to choose them carefully!
Hi Howie!
I noticed that your link went to a performance management site. If ever there is another area for clear, respectful, and precise communication, that’s surely it. There’s nothing more frustrating than dancing around issues in the workplace (no matter which side of the table your sitting on!).
Thanks for the comment (and the link).
Ann
Great post. It leads to the main concern on how to deliver statements clearly to customers. It’s one of the best things we can do to our customers.
True. Sometimes I think that as vendors we’re afraid that we’re going to miss out on work if we don’t stay vague until we get enough information to be more specific.
I feel the opposite way. The faster we establish where we’re a good fit and where we aren’t the better it is for everyone!
Great post. It’s a good reminder to companies. I’m sure that clients wouldn’t like this idea. The purpose should be easy and better understanding for clients and not the opposite.
I agree, Fran. It’s really a sign of respect to communicate as clearly and precisely as possible.
True. Making them think about it like it’s a test isn’t a good idea. Our clients need clear and specific questions and objectives in order to have better understanding.
No how do I respond to that?
🙂
Thanks! I’m glad you found it useful.
Brilliant Ann 😉
Worth to remember (no, make that: to implement!)
Karin H. (Keep It Simple Sweetheart, specially in business)