Re: Customer Not Always Right LO2216

Doug Blair (
Mon, 24 Jul 1995 21:17:53 -0700

Replying to LO2202 --

Ania wrote

>I wish they had shown a little more curiosity and had educated me a little.

Years ago, I had a client that was brutally honest. She used to tell me,
"You know I don't know what I want!"

That experience has stuck with me, and I've shared it with several clients
since. Along with the question, "Are you sure that's what you want? REALLY
sure?" tends to loosen the who's-right issue. Handled lightly, of course.

Once they confirm they are *really sure* - where I disagree but want to
remain involved in the project - I simply rationalize they are paid the
big bucks to make their decisions, and I've been hired to help them
implement them. And my consulting mode shifts to a cordial questioning
mode whenever I feel they are off-track, but with a willingness to accept
the client's decision.

Doug Blair,