Brilliant or Clueless?

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!

Comments

[ann michael]

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

[Howie]

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.

[ann michael]

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!

[Alan]

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.

[ann michael]

I agree, Fran. It's really a sign of respect to communicate as clearly and precisely as possible.

[Fran]

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.

[ann michael]

No how do I respond to that?

:-)

Thanks! I'm glad you found it useful.

[Karin H.]

Brilliant Ann ;-)

Worth to remember (no, make that: to implement!)

Karin H. (Keep It Simple Sweetheart, specially in business)