By: Leah Johnson
We have all been there. In the midst of design, or even implementation, client begins making very specific configuration requests. Particularly dangerous, these requests are cloaked in the language and framework of our solution. It is to be expected! After all, we have been tutoring them in the terminology since the beginning. We have been demonstrating the magic we can make throughout the project. Of course, they want to be a part of that magic. Who wouldn’t want to brainstorm new ways to make their system even better? So why shouldn’t we engage their fresh thoughts and ideas now that they have the vocabulary to discuss the configuration? Scope creep aside, these requests are often the biggest landmines a project will encounter. When a client is savvy enough to speak the language, the worst mistake we can make as consultants is to forget our own role – the expert.
While there is a certain excitement in discussing possibilities within the system, our role is to guide our clients to a product that meets their business needs, and to do it within the given timebox. That frequently means we must resist the excitement of new ideas that are impractical or incompatible with the current project trajectory. Rather than dismissing each idea, or even putting them all in the ‘parking lot’ for later review, we can utilize the art of redirection. This approach involves skillfully guiding the conversation toward a deeper exploration of the client’s underlying business needs. Let’s delve into the strategies that can transform redirection into a powerful tool for understanding and meeting the true requirements of the client.
Active Listening: The Foundation of Redirection
Redirection begins with active listening. Before formulating responses, take the time to absorb the client’s request fully. By demonstrating genuine interest, you not only build rapport but also gain insights into their immediate concerns.
Empathy: Bridging the Gap Between Needs and Solutions
Instead of outright rejecting a request, demonstrate empathy for the need your client is attempting to address; you can educate them later in the process as to why their suggestion may not be the best solution. Start by acknowledging the client’s ideas and connect the suggestion to their business concerns. Demonstrate an understanding of their challenges. By empathizing with their perspective, you create a conducive environment for exploring the problem they are attempting to solve.
Clarifying Questions: Navigating the Why Behind the What
Ask clarifying questions to unearth the underlying motivations. For instance, inquire about the business objectives or the problem the client aims to solve. This not only provides clarity but also signals your commitment to understanding their perspective. Again, the goal here is to follow the request to the root of the business need. Keep your questions specific to focus on what your client is trying to solve. Is it a regulatory requirement that must be met in a specific way, or is there room to simplify for a smoother workflow? By rooting out the reasoning for the business need, we can move forward.
Collaborative Exploration: Identifying Similar Use Cases
Getting the use case fully fleshed out must be a collaborative exploration. Has this business need been previously identified, possibly from a different perspective or within a different asset group? If not, try to provide examples from other clients with similar needs. By involving them in the process, you foster a sense of ownership and ensure that the final solution aligns with their business objectives.
Educate, Don’t Dictate: Guiding Clients Toward Feasible Solutions
Clients may not always be aware of the technical or logistical constraints that limit us from fulfilling their requests. Instead of bluntly dismissing an idea, educate them on the potential challenges and offer insights into alternative approaches. This not only imparts knowledge but also positions you as a trusted advisor. Because we have put in the time to listen, empathize, and collaborate with them, our clients are much more likely to be receptive to hearing that their initial suggestion may not be the best solution for the use case they have identified.
Provide Options: Offering Alternatives to Fulfill Objectives
At this point, we have done the work to understand the business needs and use case. We can now step into our role as the expert and present the client with a menu of options that can achieve the same or similar objectives. By offering alternatives, you empower the client to make an informed decision based on their priorities and constraints.
Showcasing Value: Highlighting Benefits Over Limitations
Shift the focus from system limitations to the value that can be derived from an alternative solution. Illustrate how redirecting the approach can lead to more significant benefits, whether in terms of cost savings, efficiency improvements, or better alignment with long-term goals. Instead of a new piece of configuration, we’ve documented a business need, a use case, and solutions aligned with the overall project.
In Conclusion, in the intricate dance of client interactions, the art of redirection stands as a powerful ally for business analysts. Rather than shutting down possibilities with a simple “no,” redirecting the conversation allows for a nuanced exploration of underlying business needs. Through active listening, empathy, and collaboration, business analysts can guide clients toward solutions that not only address immediate concerns but also contribute to long-term success. The next time you find yourself at the crossroads of client requests, consider the art of redirection as a pathway to uncovering the true essence of their business needs.