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“I’m behind getting client feedback in principle,” said the account leader, “but we can’t do it right now. I’m in the running for a new role leading one of our business groups. I don’t need any client noise about how we are doing. Revenues are steady and we’ll be ok.”
Me: “…”
Them: “Of course, it’s difficult. I’ve tried to replace myself on one of the programmes so I can focus on the more strategic and relationship stuff but the person I’ve put in isn’t doing very well. If they tell us to replace him, it will mean more work for me.”
Me: “…”
Them: “Plus – I don’t need this. It’s really hard keeping all the balls I have to juggle in the air and if there are any surprises in my feedback, that will dent my confidence and create more work for me. I’m hanging on by my fingertips as it is.”
Me: “…”
Them: “…”
Me: “OK, so if you weren’t worried about the impact of the exercise on your confidence, what would you be curious about?”
<long pause>
Them: “I’d like to know either way how the new programme leader is doing. I’d like to be able to support him to be more successful – I put him in role because I thought he’d get on well with the assumed successor of the clients’ CFO, but apart from rumbles from our team, I don’t really know.”
Me: “…”
Them: “Also, we got over a difficult project about 18 months ago, but I’ve never asked about how we’ve been doing since. It was a big bruise and took a long time to build up the relationship – I’m never really sure how ‘over it’ they are at the client – every bid is a nailbiter. I’d want to understand that a bit better, and if there is anything we’re missing or need to do.”
Me: “…”
Them: “Hmmmm. I used to work with their Operations Lead. She’s been in post for about 2 years now but I’ve not had a chance to talk to beyond superficial catch ups, we’ve both been maxed. If we did some interviews for client insight, I could take the output to her to get her advice. That could be useful for all of us.”
Me: “Ok, so there is the programme leader, the potential next CFO, and the Operations lead. Anyone else?”
Them: “We deal a lot with our category manager in their procurement team. I’m not sure how much they’d tell us or how much influence they have but I would be curious how we’re stacking up against our competition, generally – we don’t know about programmes we don’t get ask to pitch for.”
Me: “Great. Sounds like we’re building up a list! Is there anyone who would be willing to ‘sponsor’ an insight project for you – a relatively senior client or someone who can report the output to?”
Them: “The Operations Lead would be someone I could ask. They’re embedded enough in the organisation to know how the ask would land, and if there is anyone on our list we’re missing. And if they’re not the right person to sponsor, they could help us lay the groundwork with, say, the CFO.”
*You’ll have noticed, the fear is never explicitly spoken. But it’s behind a lot of the excuses/reasons. Think of it as FOFO - "Fear of Finding out" (thanks Claire Rason). If you have even the glimmer of a sense of a benefit of getting client insight, but are worried about the impact on you or your team, give me a call and we’ll work through that. It indeed might not be the right time, you already know, or you remain concerned – that’s fine!