Move Off the Solution Flashcards
Client Statement: “The pace of deal activity is starting to pick up, and our growth-through-acquisition strategy is straining our ability to effectively manage our existing (chemicals) business. Tell me about what you can do for us.”
Consultant Response:
Clarify: “See “No Guessing” cards (Clarify “deal activity” and “straining”)
Problems: “I’d be glad to describe our services, and I think you’ll like what you hear. Could you help me with some context? (Sure.) What problems are you facing because the deal activity is straining your ability to manage the business?”
Results: “I’d be happy to go over some options with you. May I ask a few questions first? (Yes.) What would you like to change in your ability to manage the business?”
Issues: “Well, there’s a lot to tell. Just so I can make my comments relevant, what are the top three or four business issues you would hope to check off if this solution were in place?”
Client Statement: “Our (utility) company has made the decision to invest in the uCommerce arena. Do you have the resources to help us deploy the technology that would allow us to do this?”
Consultant Response:
Clarify: See “No Guessing” cards. (Clarify “uCommerce arena.”)
Problems: “Our resource pool is quite large. Before we discuss that, could we talk about the business problems that led you to seek a uCommerce solution?”
Results: “We do. Just so I’m not guessing, could we talk about what you expect to achieve with an investment in the uCommerce arena?”
Issues: “We certainly do. Help me understand your situation a bit more. What are the business issues you hope to address with a uCommerce solution?”
Client Statement: “Our managers are spending too much time trying to access employee information through our HR database. The user interface is slow and difficult to navigate. Do you provide services in this area?”
Consultant Response:
Clarify: NA
Problems: “Quite likely. Could I ask a few questions? (Yes.) When your managers spend too much time on this task, what are some of the negative consequences to the business?”
Results: “We have helped clients with these types of issues before, and it seems that everyone is after something slightly different. What are some of the positive outcomes you are hoping to achieve as a result of this project?”
Issues: “We do. Out of curiosity, what business issues do you hope an improved interface will address?”
Client Statement: “We’d like to move to ePayments, especially for our large (paper) customers. Do you have the technical infrastructure experience to support these types of fulfillment services?”
Consultant Response:
Clarify: See “No Guessing” cards. (Clarify “ePayments” and “fulfillment services.”)
Problems: “We do. Just so I understand the big picture, what problems are you experiencing that you’d like ePayments to resolve?”
Results: “We have helped other organizations with similar requests. Let’s say you had an ePayment capability. What would that allow you to achieve as an organization that you can’t achieve now?”
Issues: “Yes. Just so I understand your situation better, what business issues are you expecting ePayments to address for your organization?”
Client Statement: “We operate in 10 different countries around the world. Our risk management processes vary by geographic location, and that is putting us at a competitive disadvantage. We have had some significant surprises in some of our locations. There must be a better way to manage risk and avoid surprises.”
Consultant Response:
Clarify: See “No Guessing” cards. (Clarify “risk management,” “competitive disadvantage,” and “significant surprises.”
Problems: “Perhaps there is. Let’s start with the big picture. When you say you are at a competitive disadvantage, how does that play out?” (Or, Would you describe the negative surprises that you have encountered?)
Results: “There very well may be. In thinking about the results you would like to realize with respect to risk management and your global operations, what things come to mind?”
Issues: “I agree. If I were you, I wouldn’t accept anything less. In addition to a better competitive position, what other business issues would you expect to address with a standardized risk management processes?”
Client Statement: “We’re interested in automating our (industrial metals) sales and distribution processes. Is an off-the-shelf SAP system the right way to go?”
Consultant Response:
Clarify: See “No Guessing” cards. (Clarify “automating,” “sales and distribution processes,” and “SAP System”).
Problems: “Possibly. Let me get a few more details first. What business challenges are you currently facing because your sales and distribution processes are not automated.”
Results: “Well, let’s explore that question together. Suppose you were able to automate these processes to your satisfaction. What long-term results would that yield for your business?”
Issues: “Let’s find out. Could you run through a list of business issues you hope to address by automating your sales and distribution processes?”
Client Statement: “We’d like to make some back-office enhancements or possibly outsource. Can you give us a description of the services you offer in this area?”
Consultant Response:
Clarify: See “No Guessing” cards. (Clarify “back-office enhancements” and “outsource.”)
Problems: “I’d be happy to. First, do you mind if I ask what problems you’re facing as a business that are driving this request?
Results: “Certainly. Help me understand the context of your situation better. What results are you hoping your organization will realize once your back office is operating as you’d life?
Issues: “I’d be happy to. Regardless of whether you put the enhancements in place or outsource, what business issues are you hoping to address with back-office enhancements?”
Client Statement: “We’d like to develop an interactive purchasing function for our (paper) manufacturing buyers. Can you give us some insight into how other companies like our are approaching this?”
Consultant Response:
Clarify: See “No Guessing” cards. (Clarify “interactive” and “purchasing function.”)
Problems: “I could with a little more information. What are the specific business problems that you hope this interactive purchasing function will solve?”
Results: “Help me get a better sense of your long-term objectives. What business results would you expect to achieve through an interactive purchasing function that you can’t achieve now?
Issues: Before offering any insights, do you mind if I ask a few more questions? (Sure.) Are there some business issues you hope to address with this solution that I should be aware of?”
Client Statement: “We’re interested in developing a strategy to identify and acquire large (utility) customers. How would we begin that conversation with you?”
Consultant Response:
Clarify: See “No Guessing” cards. (Clarify “strategy.”)
Problems: “Well, I’d be happy to begin that conversation with you now. I know you wouldn’t be asking if you were satisfied with the status quo. What kinds of challenges are you experiencing without the strategy in place?”
Results: “We could start by identifying a list of results you expect to achieve six months or a year from now as a result of this strategy. In addition to the obvious desire to increase revenue, what other results would make the list?”
Issues: “Well, this conversation can be a beginning. Help me out a bit. What business issues are you hoping to check off by developing a strategy to identify and acquire large customers?”
Client Statement: “We’re interested in outsourcing our accounting and billing function to better serve our (natural gas) customers. We know you handle IT functions. Do you also provide services in this area?”
Consultant Response:
Clarify: See “No Guessing” cards. (Clarify “outsourcing,” “accounting and billing function” and “better serve.”)
Problems: “We do. Help me understand your situation a bit more. Are there some particular business problems you hope to solve by outsourcing your accounting and billing function?”
Results: “Absolutely. In fact, it’s one of our core competencies. Just so I get the big picture, what results do you expect your business to accrue from an outsourcing solution?”
Issues: “Yes. In fact it’s one of the fun and exciting things we do. It would be helpful if I could ask a few more questions. (Okay.) What business issues are you hoping to address by outsourcing your accounting and billing function?”
Client Statement: “We’d like to develop a more competitive compensation and benefits package to meet the personal and professional needs of our employees. Could you do something like that for us?”
Consultant Response:
Clarify: See “No Guessing” cards. (Clarify “competitive” and “personal and professional needs.”
Problems: “Let’s find out. What is going on in your organization right now that tells you your compensation and benefits package is not meeting the needs of your employees?”
Results: “Quite likely. Let me ask you this. What results would you expect to see if your compensation and benefits package met the personal and professional needs of your employees?”
Issues: “Quite likely. What business issues are driving the need for this request?”
Client Statement: “The deregulation of the utility industry is increasing the complexity of our business. What can you do to help us migrate to a new operating model?”
Consultant Response:
Clarify: See “No Guessing” cards. (Clarify “increasing the complexity,” “migrate” and “new operating model.”)
Problems: “Helping utilities handle deregulation is something we do a lot. Before we get into the details, could you describe the negative impact on your utility because of the new complexities?”
Results: “Several ideas come to mind. Help me get the big picture. What are some of the outcomes you’re hoping to achieve by migrating to a new operating model?”
Issues: “Our experience in this area is quite extensive, so I think you’d be interested in what we have to offer. Before we get into the details, what are the top three to five businesses you hope this new operating model will address?”
Client Statement: “We are interested in optimizing our field technology. We’d like to hear what you offer in the area of field force enablement. We want to keep our current core systems.”
Consultant Response:
Clarify: See “No Guessing” cards. (Clarify “optimizing” and “field force enablement.”)
Problems: “It sounds as if you’re not completely satisfied with the status quo. Would you mind sharing some of the business challenges you’re facing because of your current field technology?”
Results: “Okay. Let’s start with the end in mind. Down the road, what business results would you like to see as a result of optimizing your field technology?”
Issues: “That’s certainly a reasonable request. Before we discuss details, could you describe the business issues driving the need for optimizing your field technology?”
Client Statement: “Our (chemicals) division has an ERP system in place. Now, we need to draw better value out of that system. We know you implement these systems. Can you also help us use the system that we have more effectively?”
Consultant Response:
Clarify: See “No Guessing” cards. (Clarify “draw better value” and “more effectively.”)
Problems: “We can. Before we discuss some ideas, would you mind sharing with me the particular challenges your organization is facing because you can’t draw as much value out of your ERP system as you would like that?”
Results: “We can. And let’s say your could draw out value from your ERP system to your satisfaction. What results would your organization realize six months or a year from now because of that?”
Issues: “Absolutely. Just so I’m not guessing, what business issues do you hope to address by drawing more value out of your ERP system?”
Client Statement: “We need to optimize marketing and distribution costs for our (industrial metals) customers. Can we get your thoughts around this?”
Consultant Response:
Clarify: See “No Guessing” cards. (Clarify “optimize” and “marketing and distribution costs.”)
Problems: “I’d be happy to discuss that with you. First, could we talk about the business problems you want to solve by optimizing your marketing and distribution costs?”
Results: “I’d be happy to share my thoughts. Let’s say a year from now you have optimized your marketing and distribution costs for your customers. What results would you be seeing that you aren’t getting now?”
Issues: “I’d be happy to discuss that with you. First, could we talk about the business issues you want to address with this solution.”
