It starts when a client is explaining their problem. As a Salesforce consultant, it’s easy to want to jump in as early as possible with your solution. However that’s not usually the best approach.
Instead, actively listen to the client’s concerns in full, without designing a solution in your mind.
Sure, sometimes that’s easier said than done. But if you do this, you may miss on important information being communicated to you. Keep in mind most communication is nonverbal.
Instead, jot down notes, or record the session. Be sure to really understand the problem before the next step. This can be done by asking lots of “why” questions.
And at this moment, the best question is more important than the best answer.
The best question shows you’re
- Actively listening
- Trying to understand the client’s needs
- Reframing the problem in your words
The answer comes later, once you’ve digested all this information.
The takeaway
When a client shares their needs, listen. Then come up with some great questions. Questions are more powerful than answers.