Skills that evade our industry…

March 16, 2007 at 1:19 pm | Posted in Entertaining | Leave a comment

Cindy, our business development manager, handed me an article today on listening in the IT industry. Essentially, the article points out that only about 50% of IT services consumers were satisfied with their provider. When asked why 40% said they were dissatisfied because they felt the solutions they had been sold didn’t meet their true needs.

The writer of the article goes on to suggest that IT solution providers need to sit back and listen carefully before they advise customers on the next step.

I’m willing to go a step further. I think the reason IT solution providers sometimes don’t provide the right solutions is not only that they haven’t listened, but also that they haven’t spent the time to analyze the information they have been given, and therefore do not truly understand the needs of the client. They’re not taking the time necessary to put themselves in the customer’s shoes, and learn what that business is all about. It might be necessary to spend a few days observing the customer’s operations, and speaking with other stakeholders aside from the IT decisionmaker.

As Yamamoto Tsunetomo said, “By being impatient, matters are damaged and great works cannot be done.” (Hagakure)

One of our core values here at Dynamic is “Listening with open-minded compassion.” If we don’t understand what we’re hearing,  our routine includes time for further inquiry. I hope we never let any of our customers feel disappointed like that!

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