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Professional conversation when requests for changes are made: How to support your IT consultants
It is quite normal for customers to request changes in a project. Often, those involved only realise after the project has started what else they are missing or what they had originally understood differently. If, for example, a key user wants to talk to your consultant about a change request that the consulting firm probably does not consider to be covered by the contract, your consultants should proceed very carefully. The first goal is to initiate a change request for which suitable solutions can then be developed later.
The following tips should help your advisors avoid making hasty commitments or offering hasty solutions:
Prepare thoroughly: Understand the reason and purpose of the conversation as well as all relevant details about the project plan, functionalities and agreed change request processes.
Careful introduction: Start the conversation by asking how the contact person is feeling and clarify the time frame of the conversation with the customer.
Take control of the conversation: Try to actively take control of the conversation without appearing dominant. This will help to steer the conversation in a targeted manner.
Explore the customer perspective: Understand who initiated the change request and what the customer's perspective is. Refer to relevant documents and find out what is particularly important to the customer.
Investigate the impact: Work out the consequences if the change is not made, who would be affected, and who could benefit or be disadvantaged.
Communicate clearly and cooperatively: Maintain an inner attitude of cooperation, not confrontation. Signal that you want to achieve the best for the person you are talking to within the scope of your possibilities.
Collect and provide information: Ask questions and listen carefully to understand the background of the potential change request. Show that you are trying to fully understand the situation.
Be cautious when suggesting solutions: Listen to the customer's suggested solutions without immediately presenting your own solutions. This promotes a constructive atmosphere for discussion.
Keep the conversation open-ended: Make it clear that this conversation will not be a final decision, but that it will provide an important basis for future decisions.
Summarize and plan the next steps: End the conversation with a summary and suggest concrete next steps, referring to the process and those involved.
These tips can help your IT consultants make customer interactions and change request conversations more effective by combining professional conversation skills with a collaborative and solution-oriented attitude.
