Just this morning, an IT consultant complained that I was unfair castigating IT people for not being customer-oriented, and he prided himself on being a “level three” service provider, or some such thing. Right in his letter of complaint, he was being obscure. He was speaking his language, not mine, but expecting me to adapt to him. Is level three good or bad? Who cares?
Consultants need to speak their clients’ languages. Bankers talk about defalcations. Insurance people will cite “churn.” Hospital management is concerned with capitation.
You get the idea. Do a little homework so that you’re talking in terms the client or prospect is accustomed to using. Don’t talk about “OD interventions,” “Maslow’s hierarchy of needs,” or “hygiene factors.”
Most sales are preceded by the ability to communicate effectively. Most referral business comes from delighted clients who have been heard. So please stop telling me to reboot.
© Alan Weiss 2013