Redirection Questions: Redirection is answering a question with a question. Remember, the intent of redirection is to: 1) Understand and answer the real question 2) Avoid answering the wrong question 3) Allow clients to keep talking if that is what they really want to do (Pages 141 - 143) Flashcards
“Tell me about your company/Tell us a little about your company’s history in this field.”
“Sure, I’d be glad to. Just so I don’t bore you with information you don’t want to hear, why don’t we discuss your business issues first and then I’ll talk about our company in the context of what’s most important to you. How does that sound?”
“Sure, I’d be glad to. What would be most important for me to cover?”
“Sure, I’d be glad to. What do you know about us so far?”
“Well I could probably go on for a couple of hours. Was there something specific you wanted me to address?”
“If we hire you to do our technology strategy, will you expect to do the implementation?”
“It really depends on your needs. Do you have a preference?”
“Can’t we do this without consultants?”
“Well, if you can, that could make sense. What’s been your experience so far?”
“That’s always a possibility. Let’s make a case in both directions, and we can talk about it. Are there reasons you wouldn’t do it yourself?”
“Well, could I ask you a rather direct question? (Yes.) If you clearly could have solved this problem without assistance, what has stopped that from happening?”
“How long does it take to implement a project like this?”
“I’m glad you asked. It depends on a lot of variables. Do you have a target time frame in mind?”
“Good question. Do you have any timing issues we should be aware of?”
“Can you give us references?”
“Sure, I’d be glad to. Can you describe to me what you want from a reference that would help your decision?”
After defining success/getting the answer to the above question: “Could I ask you a question? Suppose you talk to or visit these references and you like what they have to say. Then what happens?”
“What’s this going to cost?” (This question is premature)
“At this point, I don’t know. If you’ll help me with a little more information, I’ll make sure you get at least a ballpark figure. Is that okay?”
“I understand cost is important. If you can help me understand a little bit more about what you want to accomplish, I can give you a range of what the investment is likely to be. Would that be okay?”
“We are almost at the point where I can give you an educated guess (a number, estimate, amount). Would you mind if I ask you a couple more questions?”
“We’ve read a lot of horror stories where companies trying to implement this kind of solution spent huge amounts of money and ended up even worse off. How can we be sure that won’t happen here?”
“Fair question. I’ll definitely give you my thoughts. Before you hear yet another consultant trying to convince you, let me ask - what would you have to see or hear or experience before you would be convinced that you would get good results and not a horror story?”
“How fast will you get back to me?”
“That’s an appropriate question. What would work best for you?”
“What are your hourly rates for this project?”
“They vary depending on who is doing what part of the job. Were you asking for a particular reason?”
“We usually quote by the project rather than by the hour. However, I want to make sure you get the information you need. Were you asking for a particular reason?”
“Can you send us some literature on this?”
“I’d be glad to. Which information would be most helpful to you in making this decision?” (What is it about that information that will be important/helpful/useful?)
“I’d be glad to. I have a lot of literature. Right now, I have no idea of what to send since I don’t know a lot about your particular situation. Is it okay if I ask you a few questions?”
“I’d be glad to. Can you help me decide what’s important to include and what I can leave out? (Hmmm, what about that would be important to you?)
After defining success: “Let’s say you get the information you need and it makes sense. Then what happens?”
“Are you the one who’ll be in charge of this project?”
“That’s a fair question. Do you have a preference?”
“That’s a fair question. Are you asking for a particular reason?”
“Typically yes (or no) unless you have some considerations otherwise. Did you have a preference?”
“Do you offer a fixed price solution?”
“Well, help me out. When you say fixed price solution…?”
“Well, let’s talk about it. By fixed price solution, you mean…?”
“There are times when it’s mutually appropriate. What do you have in mind?”
“Could I talk to some people who have already done this?”
“Of course. Out of courtesy to our clients (and I’ll certainly extend the same courtesy to you should we work together), I usually make that the last step in the decision process. Would you say we are at that point (or would you like to cover more ground first)?”
“Absolutely. I’d like that. Could you talk to me about who, how many, what you’d like to find out, etc.?” (With one question at a time)
After defining success as the following: “Let me ask you: suppose you talk to these people and you like what they have to say. Then what happens?”
“How will we know you are the best people to hire?”
“That’s tough to answer. Could you give me a head start by telling me your criteria for ‘best?’”
“I’ll tell you what, if you’ll share with me some of your criteria for making the decision, I’ll be happy to tell you how we would meet them. Would that be okay? (What have been your thoughts so far?)
“You beat me to the punch. I was just going to ask you: how will you know?”
“I’ll be happy to give you my thoughts as to how I would decide if I were you. Could you share with me your thinking so far?”
“Will you commit to a not-to-exceed cost?”
“Well, let’s talk about it. What specifically did you have in mind?”
“Fair question. Do you feel you can commit to a not-to-exceed scope?” (Said with a big smile and a sense of humor)
“I sense that question is not coming out of the blue. Can you talk to me about what led up to you asking?”
“Well, cost is one side of the equation. On the other will be scope, timing, division of labor, quality of inputs, etc. And we’d be happy to look at those issues with you. Were there specific concerns behind your question?”
