Ways to Diagnose Client Problems Efficiently

3 Out of 4 Projects Fail Due to Misdiagnosis... here’s how to change that. The Doctor Framework: In a consulting world crowded with “solutions,” what if the secret to true client impact was a shift to diagnosis first? The Doctor Framework is designed to help senior executives-turned-consultants leverage their expertise in a solutions-based sales approach. Here’s why this method is a game-changer for creating long-term client relationships and real outcomes: 1. Diagnose the Pain 🩺 Much like a doctor would with a patient, this phase is about identifying core issues... not just symptoms. Research shows that 80% of s uccessful client interactions hinge on active listening (HubSpot, 2021). For consultants, that means asking pointed questions and focusing on what the client’s really saying... often between the lines. This phase sets the tone for trust and accurate problem-solving. 2. Verify & Prioritize 📋 Too often, consultants jump to solutions without fully verifying the core problem. In fact, 75% of misaligned projects stem from a misunderstanding in the initial discovery phase (PMI, 2022). Encourage clients to prioritize their biggest hurdles and validate the diagnosis before prescribing. This ensures they’re bought into the process, which paves the way for collaborative solutions. 3. Co-Create the Solution 🤝 People support what they help create. Rather than prescribing a one-size-fits-all answer... work with clients to co-create their roadmap, personalizing it to their needs. This consultative approach builds trust and client ownership, leading to better buy-in and outcomes. According to LinkedIn, solutions tailored with client collaboration improve client retention by 42%. 4. Start with Small Wins 🏆 Quick wins build momentum. In fact, research from McKinsey shows that starting with small but impactful projects leads to a 30% higher likelihood of client re-engagement. The goal is to: - secure initial buy-in - build credibility - set the stage for longer-term partnerships. Propose a quick-hit project to deliver immediate results, reinforcing the client’s confidence in both the process and the partnership. 5. Become the Trusted Advisor 🔗 Once the foundation is laid, follow-up and deepen the relationship. Check-in regularly, provide added value, and actively look for new opportunities to expand your impact. By positioning yourself as a long-term ally, not just a vendor, you’ll move from “consultant” to “advisor.” Statistics reveal that 90% of clients who see consistent value are more likely to refer additional business. Ready to level up your consulting approach? Implement the Doctor Framework and start creating meaningful, lasting relationships. Anything you'd add?

On #WorkingWithClients | I employ something called a 3 to 1 ratio when working with clients. When a client asks me a question, I have to ask three clarifying questions before I give one response. This does three things: 1.) It slows my processor down. My initial inclination is to solve the client's problem. And boy, does my mind race with all types of plausible solutions. Utilizing the 3 to 1 method helps me self-regulate my excited emotional state while not triggering that of the clients. 2.) Over the years, I've learned that hearing the client and listening to the client are separate activities. When I hear my clients, my biases and interpretations of what they say usually get in the way of my judgment. When I listen to the client, I navigate an empathetic process to deliver a compassionate solution. 3.) Lastly, compassion can only happen when I genuinely understand and feel the spirit of my client's needs. I can only do this effectively by asking follow-up questions that allow us to get closer to the truth about my client's situation. Remember, story truth and factual truth can be the same to the client because they are speaking to the emotion of their experience. I aim to work from story truth to factual truth and back to story truth again. Where does this come from? When I worked at LaGrange College (circa 2008/2009), our college President, Dan McAlexander, gave a presentation on engaging dissonance. He used the metaphor of peeling the onion to identify friction points in the workplace—we could only understand and solve a problem by understanding it two to three levels beneath the surface. Given my role working with families and students, it made sense to treat them in the same manner. I haven't looked back since and have encouraged thousands of young financial professionals to do the same. Cheers! Dr. Thomas

Prescription without diagnosis is malpractice. But are you unknowingly doing this in your business right now? You might think: ➝ Spending more on marketing will fix your growth issue ➝ Hiring more people will solve your bandwidth problem ➝ More pizza parties will transform your company culture But how do you know you’re addressing the root cause—and not just a symptom? I’ll admit, I’ve made surface-level decisions before. But over time, I’ve learned: ➝ Making decisions without proper analysis is like taking a prescription without bloodwork. ➝ The real problem often lies 2–3 layers deeper than it seems. ➝ It takes time and diligence to uncover the root cause before jumping into solutions. As a consultant, much of my work with clients revolves around diagnosing the real problem first. Here’s how I ensure we’re tackling the right issues: 1. Ask questions—and a LOT of them. 2. Dig deep by repeatedly asking “Why?” Each answer informs the next question, peeling back layers to find the truth. 3. Spot patterns. Most problems aren’t isolated incidents—they’re recurring trends. 4. Bring in fresh perspectives. Sometimes you’re too close to see clearly. Outside input can reveal what you’re missing. 5. Map the problem visually. Tools like Miro or Lucidchart help untangle complex systems and identify bottlenecks. When you solve issues at their core, rather than masking symptoms, your business grows sustainably. What frameworks or strategies do you use to identify and address bottlenecks?

What are the "5 Whys?" And how does a simple question solve problems? TL;DR: When a serious problem arises, you ask "why" five times to reveal the root cause, unraveling layer upon layer until the core is exposed. Although a relatively simple technique to understand and employ, the "5 Whys" provides us with the chance to discover new and powerful solutions. It pushes us to go deeper when solving problems, rather than accept the first or second idea. For example, let's say an important client recently churned: Q1: Why did client A churn? A1: The client didn't feel enough value was gained. Q2: Why wasn't there enough value? A2: The client didn't consistently use the product. Q3: Why didn't the client use the product consistently? A3: The client missed key milestones during the onboarding process. Q4: Why did the client miss these milestones? A4: The client declined onboarding training. Q5: Why did the client decline onboarding training? A5: The client said it was too costly. By using this technique, the team better understands the cause of the churn. Going forward, solutions might be to offer onboarding for free because it's more costly to lose the customer than to provide training. Or it might be to offer some kind of tiered training, with a digital or 1:many option available for smaller clients. Or it might be to build in-product solutions such as popups or tutorials, thus eliminating altogether the need for costly training. The "5 Whys" serves as an indispensable tool that I have used for targeted problem resolution. Complex problems can be dismantled, and the deep dive reduces the likelihood of acting on the wrong conclusions. PS. What other problem-solving techniques do you use? 🔔 Follow Chris Cotter for more on #leadership.