10 questions to encourage clients to speak

Listen so that others speak. Speak so others listen. That seems so simple doesn't it? But in reality we tend to get a bit carried away with our know-how. We end up speaking - too much. And explaining, not engaging.

As an antidote, here's a structure and list of 10 questions to remind you how to remain quiet, and encourage your clients to speak.

Here's the process:

1. Choose a question to ask, and ask it:

• What do you make of this situation?
• Where do you feel the biggest improvements can be made?
• What would you like to achieve?
• When do you think that's possible?
• What's important about this?
• Where does it fit in the company's bigger agenda ?
• Who else in the company benefits from this? How?
• What the best result you'd expect from a project?
• And what's the worst thing that could happen if you do nothing?
• How do you see external support being useful?

2. Lean in and listen without judgement.
3. If necessary go deeper. "Please tell me more about that."
4. Verbally and non-verbally confirm you've understood, or ask for clarification.
5. Jot down notes.
6. Don't interrogate, enjoy the engagement.
7. Choose your next question. Rinse and repeat.

This article is the first of a three part series for better client engagement. Part two is about strategies for speaking, so that clients listen. And part three introduces a mini-mission for developing new client engagement habits.