Experienced service providers know that ultimately, you are the problem solver for your client. Problem solving is an analytical process used to identify possible solutions to an issue. Problems generally fall into four categories: financial, productivity, process or support. In order to find the right solutions for your client, you need to have an organized approach and take the time to learn your client's needs.
Here are some steps that Smart Squad follows:
Step 1 - Identify the client’s current problem.
To find a solution, you first need to understand the problem. Very often the client may need your help defining the real issue. Identifying the problem is crucial to clarify your client’s needs and expectations. Hold an initial meeting that includes all relevant personnel and obtain a group consensus of the problem. Ask focused questions and take very detailed notes at this meeting so that you have a comprehensive understanding of the problem. Be sure to ask what attempts have been made to solve problem, with what results.
Step 2 - Break down the problem.
Break the problem down into managable components that require decisions to be made. Using your notes and learnings from the initial meeting (and any subsequent follow ups), define what you think are the key issues and list them in priority based on the impact to the business. At this stage, you could conduct a SWOT analysis which could help identify the source of the problem and kickstart a solution. Conduct market research to understand the client's competitors. It’s not about finding the most complex problems to solve, but about finding real needs within the organization and coming up with solutions that fit those needs. When you’re solving business problems, you’re looking to underlying issues that are affecting the big picture. Often, problems result from communcation gaps, process inefficiencies, and improper allocation of resources.
Step 3 - Seek Input.
Utilize your client's input throughout this process - ask questions, check-in, obtain all of the information you need to create a plan to solve the issues. Ask your client what resources they are prepared to allocate to the project (this includes your fees, the client’s personnel, and any expenses the client will need to cover). Identify the personnel you will need access to in order to create your workplan and connect with them. A diverse team often creates innovative solutions to the problems faced by the organization. Groups that have greater diversity have been proven to be better at solving problems than groups made up specifically of problem solvers. So whoever you bring in to help you problem-solve, resist the urge to surround yourself with people who already agree with you about everything.
Step 4 - Build a workplan.
Using all of the data you've collected, create a high-level document that identifies your tasks and what you aim to accomplish. Key elements are goals, objectives, actions, KPIs, roles and timeline. KPIs will help your client track and measure success along the way. There may be adjustments for your client to implement on their budget, strategic plan, or even their understanding of the target market. Depending on the project, you may need to incorporate a forecast and resource planning based on your client’s spend expectations. Your workplan should layout the decisions that your client needs to make. Your plan needs to offer solutions and options, but ultimately, the choice is your client's. Favorable solutions will utilize the client’s existing resources when possible.
Review your completed workplan with your client. Be tactful and neutral in your approach. Your client hired you to solve a problem - save the judgement and be sensitive to situations that may be difficult for your client. If you would like to support in the implementation process, help your client envision how you can make an impact on their business as a trusted partner.
Step 5 - Final Report
Summarize what you have learned in a report with clear recommendations designed to continuously improve the problem. Reiterate those KPIs so that your client has metrics to evaluate their results. You may be engaged to support with implementing solutions. You can lead and guide, but impactful solutions require buy-in and accountability of the client.
Tip: Alway stay focused on your client's needs.
Coming up next: Now that your client has accepted your workplan, it is time for implementation! Be sure to stay tuned to Smart Squad for more helpful insights on this process.
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