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Operations in Real Life vol. 8

  • K.T. Braxton
  • 4 days ago
  • 2 min read

In the eighth edition of Kendall Solves It, we confront another operational issue. As a consultant, I have learned first hand that a lot of prospective clients do not know exactly what they need, so this issue's community question is very apropos.


Community Question: How do you ask the right questions?


Kendall's Insightful Analysis and Steps: While the answers to this seemingly straightforward inquiry could get technical, I would like to share practical tips that can serve as the foundation for more complex issues.


  • Identify the client's scope of work

  • Lightly research common bottlenecks associated with said scope (review similar cases where you helped)

  • Communicate with the client and listen for key words (remember YOU are the expert)

  • Recap communication to identify gaps and opportunities for improvement

  • Get data (Budget v Actual P&L, employee turnover rates, retention rates, etc)

  • Begin drafting probing questions like: "What goals were set for the previous quarter? Were they met? Why or why not?"


Every business is different. Having boilerplate inquiries that are adjustable is great, but a big part of properly adjusting them to get down to the nitty gritty is to put yourself in the place of the client. Your inquiries should lead to more understanding even if they lead to more questions. I have updated the initial inquiry form for our services numerous times because with each client I gained insight on how much is often left out of initial conversations that are crucial to the ultimate success or failure of the contract.


When your clients do not know what they need, you as the expert need to step in to articulate what you see and what you provide that will solve the pain problem.


Community-driven solutions are so important to us. My team is committed to addressing real-world problems that impact business operations.


For tailored solutions, consider scheduling an introductory call. We are happy to develop processes and systems for your business. 


Cheers,


K.T. Braxton, MBA

 
 
 

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