So here we are at last, you are going to be able to fulfil that natural desire to problem-solve, to finally construct your solution, to meet all the needs of your prospective client. We are at the penultimate stage of the ALIGNED framework – ‘Elegant Solutions’.
|L||Learn their situation and desires|
|I||Injuries and pains|
|N||Nirvana – the Well-Formed Outcome|
|D||Decide or die|
Once you have permission to move to the next stage, pause to explain briefly what will happen next. You are going to take a moment to consider everything that has been discussed and will now, for the first time, think about whether or not you can provide the solution that is the best for them. Remind them of what was discussed right at the beginning of your conversation with them – that you will only have them as a client if you have the best solutions for them, and that you will try to find an alternative if you and your company do not have the best solutions for them. At this stage, I may choose to also remind them of my commitment to them (that is, to enable them to be the best they want to be).
Now take some time to weigh up everything you now know. Be creative in building your possible solutions for them. Don’t just trot out in your mind the ‘same old, same old’ for you to consider using. Honour and respect your prospective client by diligently answering the questions ‘Can I provide the perfect fit?’, ‘Can I truly delight them as a client?’, ‘Can this client become one of my fans?’ Ensure your solution is elegant in form, that it enables them to achieve their nirvana and that it addresses any barriers to success you discovered earlier. This is the most important moment in determining whether they will say an enthusiastic ‘Yes!’ to you.
In crafting your solution, give them what they want or graciously decline their business. It is time for a congruence check before you outline your proposed solutions. Are you absolutely certain you are the best fit? Have you truly taken into account everything you know? On a scale of 1 to 10, how certain are you? If you do not have the best solution, the perfect way of addressing all their needs and desires, that which will make them an ardent fan and advocate, tell them that and agree that you are not the best provider for them at this time.
If you rate 10, then it’s time to present your proposed solution. How you present your proposal must be congruent with you, so you must develop a way of presenting it that shows your genuine sincerity and your congruence. This is another learnable skill.
What you present should cover your proposed solution, how it will solve the problem and what consequences it will have for your prospective client. Bear in mind your ‘Weapons of Influence’ when presenting your ‘what’. For example, emphasise the scarcity of the totally bespoke solution you have crafted and honed for them alone, if that is what you have done. Explain how the Well-Formed Outcome will be achieved, what life will be like for them as a result and the value they will get, from the least valuable to the highest. (In our previous example, that would be everything from saving time in unproductive conversations, through more sales and more profits, and everything else leading to the more highly valued quality time with their loved ones.) You should also cover the pain that will be taken away and the value that will be created for them as your client. You should outline how your solution elegantly avoids any of the potential obstacles identified earlier. Outline your proposal using appropriate and collaborative language (‘you’, ‘your’, ‘our’, ‘we’ and so on).
Don’t rush when presenting your solution. Make sure you do so at a pace that is comfortable for your client. Remember to match their words and their body language. Allow them sufficient opportunity to assimilate your solution so that it can become your joint commitment. Then ask if they think they fully understand the solution and the consequent impacts on their pain (using their words) and the value that will be created for them (in their words). If they indicate they do fully understand, and you agree that they do, tell them you know they understand. Specific and explicit agreements should be verbalised, honoured and celebrated.
The next post is the last in this series – ‘Decide or die’.
There is greater detail about the ALIGNED framework in the book ‘Dance with the Elephants’ available from www.dancewiththeelephants.com