Recently, a PSMJ consultant spoke with a Senior Partner who said he’d been getting client feedback that some of his project managers were doing more talking than listening.
Considering that in the architecture and engineering industry, 80 percent of work is determined by satisfied repeat clients, this was not good news for the Senior Partner. The news only got worse when he looked up “Managing Customer Satisfaction” on Google.
Ask More Questions—Get Better Answers
After getting more information, our consultant suggested a technique that PSMJ’s founder, Frank Stasiowski, had taught him years ago: Managing By Asking Questions (or MBAQ), a spin-off of the well-known concept of Managing By Walking Around (or MBWA).
Here’s how it works: When a client comes to you with a problem, instead of telling them what they should do to solve it, just ask questions. And keep asking questions until the answer becomes obvious to both of you. (Often, the answer is different from what you would have told them!)
If you see them heading down a blind alley, you can say, “ABC firm had a similar problem and this is how they resolved it.” Then you can get back to asking questions.
Sounds simple, right? The truth is, it’s harder than it sounds. On average, people spend 60 percent of conversations talking about themselves (Scientific American), despite the fact that a recent survey by Accenture of 3,600 professionals in 30 countries listed “Thinking before you speak” and “Asking questions” as the top-listed listening skills.
If you’re having problems adjusting to this new conversational style, just keep in mind the number one principle of good listening: “Stop talking.” And if you get to a point where you’re just bursting with what you believe to be a sure-fire solution, do what Forbes recommends: “Ask the speaker’s permission” (something like, “Would you like to hear my ideas?”).
Try this technique out for yourself and then pass it onto your team. Your clients will thank you for it.
This article is included in the December issue of Professional Services Management Journal: Advice for A/E Firm Leaders: Data-Driven, Provocative, Actionable. We invite you to check out the new PSMJ newsletter. Get a free issue, and then take advantage of a special offer to new subscribers.
You also mught be interested in these related blog posts:
9 Essential Steps to Developing Satisfied Clients
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A Client Service Strategy to Guarantee Repeat Clients
Create Value by Meeting Clients' Strategic Needs
Create “Exit Barriers” to Keep Your Clients Loyal