Your clients look to you for answers.
- They have a problem
- You have an answer
But, can you have too many answers?
Let’s explore the possibility.
Answers Before Questions
Entrepreneurs are a unique breed.
- They are high-energy
- Can’t is not in their DNA
- These innovators have an answer for everything
In a past life, I worked for a few. While their minds fascinated me, there was something else I noticed.
They had answers before the client could ask the question.
That’s not necessarily a bad thing – except when a client feels you are not listening.
At times, the focus seemed more about showcasing the salesperson’s brilliance than discovering the client’s needs. Those needs included being heard.
Make sure you hear the question – even the unspoken one.
Answers A Through Z
Options are good.
- Budget-conscious clients appreciate a low and higher-cost option
- An explanation of high and low risk options enables decision-making
Too many choices confuse.
- Are so many answers really an answer?
- Are you hedging your bets?
- What choice would you make?
Clients also hire you for your expertise. Most want your expert opinion – not a Wheel of Fortune spin on ideas.
The health care industry comes to mind. I don’t know if this is my observation only; however, it seems newer physicians offer more options with little advice.
My physician lists my treatment options. I appreciate that. I do want to make my own decision, but when I ask for his opinion, he seems reluctant to offer one.
I’ve seen this happen with more than one physician. I have also watched business professionals do the same.
Perhaps the professionals are so reluctant to make a mistake (or in the case of a physician, be sued) that they hesitate to give an opinion.
Narrow the choices and share your expertise.
Finding the Right Balance
Finding the right answer is finding the right balance.
- Perfect the art of listening
- Customize your answer to your client’s needs
- Share your expertise
What do you think? Can business professionals have too many answers? How do you find the balance?
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Love the title of this piece! And yes, I can come up with too many answers, and even good ones… but that just doesn’t work for clients… so I’ve trained myself to listen deeply and respond from there… more interesting, and I get way better info so I can solve their writing problem.
Thanks, Anne. You always have such good additions. Listening is an art indeed. One I work on constantly. 🙂
Listening also enables us to proceed with the *right* questions, that’ll make diagnosis easier.
The thing is, you already spelled out the cause of this indecision: “newer” professionals. They feel insecure with their choices, so they pass on responsibility to clients.
As a customer, I’d like to have a response like this: “You can do x + [advantages/disadvantages/way-to-go-about-it]. Or you can do y + [same]. In your particular case, I’d suggest x, because [their way of viewing my case] — and you can achieve this by [bring it on!]”
I want to have a professional, expert, definite opinion — but, at the same time, I want to have other options explained to me as well.
Am I a pain-in-the-a** client? 🙂
Hi Helene: So nice to see you here. 🙂 And I certainly wouldn’t define you as a pain. 🙂 I like your formula (and I don’t even like math). 😉
Thanks for sharing your thoughts, Helene.
I don’t like maths either.
I always have had to work at math, Helene. 😉