Is your Brain Engaged?

 

Have you ever been in a meeting when someone spouted out some ridiculous drivel that was just stupid? Or worse, it was wrong technically. Even worse, it was you! And the customer knows it.

If you are lucky, you can just say “oopsie, that was just wrong of me, how stupid I am, ha ha.” And you get away with it. Unfortunately, “get away with it” is a total gamble, and is successful about 1 time in 9 or 10 thousand.

So, what can you do?

Plan ahead. Practice. Plan what? Practice what? Easy.

First choice: keep your mouth shut! And then, your second choice in responses should be to rephrase the question or inquiry and ask if you understand correctly. You do remember classes on active listening, right?

Your second planned response needs to be phrased in such a manner as to elicit a business or technical response from the customer. Depending on the type of meeting, maybe both.

But, hopefully a lengthy one so that you can get your brain fired up. Your response to the customer question needs to be something like “I am not sure that I understand your question – can you help me understand how you got to that point of view?”

You need to have practiced these two items so that you are comfortable with them. You need to sound smooth. Practice with your spouse. Practice with your cat. Practice on yourself while brushing your teeth. You will look a tad strange talking to yourself, but you need to practice! If you are like me, then keeping your trap shut will take more work. I am sure that my SO appreciates me practicing that particular skill.

Whatever you do, do not ask the customer a question that is phrased in Boolean logic. We will wait while you go Google that one.

Here is the point – you need to be prepared with questions that demonstrate a knowledge of your technical area and concern for satisfying the business requirements. Yes/No questions don’t get you there. Getting the customer to pour out their soul does. And gives you an opportunity to get your brain into gear before engaging your mouth.

Remember two things: Luck is preparation meeting opportunity. Make sure you are technically prepared and be able to demonstrate some business awareness.

And open what you have two of, and close what you have one of.

YMMV