Talk Like Your Clients Learn (Part One)

by | Apr 4, 2019 | Uncategorized | 0 comments

For the next two weeks, you get to hear from Carrie Do, who’s been a member of the A Squared team for nearly a year! I think you’ll enjoy this two part series about how knowing your clients’ learning styles will help you serve them better….

Ashlee and I teach our clients how to understand and operate the processes and automations we put in place for their businesses’ infrastructure.  While the information makes perfect sense to us, our presentation makes all the difference when it comes to the client’s own understanding.

Ashlee and I were discussing how to present some information to one of our clients, and I had an opportunity to integrate a bit of my teaching background to the problem at hand.  

“Do you think they are a top-down or bottom-up learner?”  

“A what?”

“Do they prefer big picture first, and then fill it in with all of the smaller details, or do they prefer to get all of the details bit by bit and form their own big picture?”

“Hmmmm… I don’t know. That’s a good question.”

After talking through our thoughts of the learning style of our client, we brainstormed a bit and decided to add a few questions to our onboarding questionnaire.  

If that wasn’t an option, and if we didn’t have a chance to get to know them well enough beforehand, we could plan to present both ways with our first presentation and see which method helped it click for them.  

However, time is short.  And weaving two presentations into one takes more forethought, planning, and time.  So often times it is worth the extra effort to either make observations or directly ask them.  

Here is a helpful hint on how to figure out how your clients like their information presented to them: Think of a time they were giving you information, whether through a story, a set of directions, or just a general lengthy response to a question.  Do they give you their main idea first and then explain, or do they give you bits and pieces of the information, and through the discussion you land on the main idea?

In other words, if you have ever wanted to ask out loud, “Can you get to the point?” You are probably talking to a bottom-upper. But if you have ever thought to yourself that someone is rambling after their point has been made clear, then they are probably a top-downer.

Using that style when you present information can make all the difference.   

Until next week,

Carrie Do