I often get clients asking questions that can’t be answered. Here is my guide to how to answer questions:
- Decide on a single meaning for every word in the question.
- Decide if an answer to this question can be acted upon to improve things.
Essentially, if you can’t define it or act upon it, then ignore it.
This reminds me of the Q & A going on at http://www.formspring.me/eringer where Robert Eringer is answering questions about his blog entries at http://www.sbinvestigator.blogspot.com/ where he recounts how Prince Albert II of Monaco hired him to create an intelligence agency for the principality – before things went south.
He uses humor to educate or frustrate – depending on his mood.
PI’s can’t be expected to provide positive answers all the time. Sometimes the narrative in the client’s head doesn’t match reality. Sometimes the Polly Anna dreamworld of denial a client lives in has to be shattered. Many times the client doesn’t know what questions to ask.
Qualifying the client with probing questions not only helps the professional PI understand the client’s needs, it helps the client organize and understand their own thoughts.
I like your rules. Some of ours are:
- Don’t respond to incomplete sentences/thoughts.
- Make them submit all requests in writing – Typed. (Email/fax)
- Ask them if they have answers already, or impressions, or have taken a side on an issue; and where they came by their information, what reasoning led to their current stance.
- Determine if more/new information will change their mind(s).