I Have Something to Tell You
Clients often want to tell us something, but don’t want to speak out of place, tell us our business or sound like know-it-alls. And they certainly don’t want to sound selfish.
So, they bring up a subject indirectly, hoping that we will draw them out. How we take these broad hints depends on how we view the speaker and on our mood at the time. Here are some examples:
Client says: This company has a unique culture.
Professional thinks:
In uncharitable mood: Maybe, but I have heard the same words from every other client and they don’t seem so different to me. This calls for my standard polite response.
In charitable mood: This woman wants to tell me something, and it may be important. Even if it isn’t, it’s important that she feel she has been heard.
Client says: What do you see as my role as this moves forward?
Professional thinks:
In uncharitable mood: Let’s see. How can I best describe it?In charitable mood: I don’t think that is really a question. I think it’s a polite way of introducing a subject about which he has an opinion. I’ll say that he can help in a number of ways and then ask him if he has some thoughts on the subject.
Client says: People will tell you that I can be . . .
Professional thinks:
In uncharitable mood: Yes, they do, but that’s not my problem. It has nothing to do with what I am here for, so how can we move past this distraction.
In charitable mood: He wants me to hear his side, and I had better listen.
Client says: I wouldn’t say that’s the problem.
Professional thinks:
In uncharitable mood: Well, if that’s not the problem—and I still think it probably is—let’s try Theory B.In charitable mood: She obviously has an opinion, and she ought to know. I’ll ask her what she thinks the problem is.
Client says: How well do you know Bob?
Professional thinks:
In uncharitable mood: Well enough to know that he’s one difficult . . .
In charitable mood: This guy wants to tell me something, and if it helps me deal with that old cuss, I want to hear it.