Listening, and the language of HELP!
We have all been there before. We are trying to kick off a new project and find ourselves looking up at a seemly insurmountable mountain of anxiety. Do I have the right tools? do I have enough time? Do I even know what to do if had those things? It’s natural. We often worry more about all of the things we believe we have no control over, instead of focusing on the goals we are seeking to accomplish. As most of us here are the technology resources for many folks. We tend to see this very type of anxiety play out in conversations with our clients. I am sure that you have been on a design consult, when the client says, “I just need this one thing…., and it's easy.” Which should make one wonder. “If you just need this one thing, then why am I here to begin with?” This is the cry for help! The client has spent so much energy on focusing on the “thing” that they believed is the limiting factor to success, that many times, they have lost sight of what was needed to begin with. Other times they may have completely overlooked the needs of others needing to make use of the solution themselves. What is the experience that needs to be created in the first place? It is in these moments that I challenge each of you to resist that urge to “take the money, and run”. I know it can be tempting to just say," OK, if the thing is all you need, I can order that for you.” However, that is not the way we should look at providing quality experiences for clients. This is the moment that we should engage and ask questions to learn about what the goals are. Taking the time to ask the client, if you have the “thing” how would it assist in meeting the project goals, or enhance the experience for you and others using the system. Often it is best to try to take an audience perspective and ask how will this “thing” benefit the student/audience in the room, or online, and make their experience more impactful. Listening and engaging with the client is the path to success. We all should try to be more than just technology sales representatives. Will there be times that a simple black box with a network connection becomes the correct "thing" to get the job done? Sure it is possible, but only after we have had a complete conversation about the experience needs, and completely understand the entire picture of what the solution needs to provide. It is never about the "stuff" in the end. It is about providing quality, reliable solutions, and building trusting relationships with our clients that will far outweigh any single box sale. Clients don't know, what they don't know, and this can lead many to become hyper-fixated on limiting factors that they are trying to understand. It is hard for folks to admit that they may not understand something. We should always find a way to inform and educate clients, as much as we can during the entire process. As we guide them through the learning process, ask questions, and engage with them as much as possible. Being a good listener can be the most powerful tool in your entire toolbox, and help to create lasting client relationships.
