The Clearly Podcast

Client Motivation

Summary

The podcast discusses the importance of understanding client and user motivations in IT projects. The consultants talk about how motivations can significantly impact project approaches and outcomes. They highlight common motivations such as reducing costs, unlocking new opportunities from data, and less valid motivations like individuals furthering their own careers. The latter can lead to political challenges and affect project success.

Effective communication and understanding internal politics are crucial. It's essential to ask clients what success looks like and how it will be measured. Clear internal communication helps avoid defensive assumptions and keeps projects on track. The consultants also emphasize the importance of choosing the right technology for the project, rather than being swayed by trends or client demands for specific tools like Power BI.

They share experiences of dealing with internal politics, including situations where project sponsors may not fully support the chosen solutions, leading to blockers and delays. The discussion underscores the need for consultants to navigate these dynamics carefully, ensuring they guide clients towards the best solutions while maintaining project momentum and addressing any internal resistance.

In conclusion, the consultants stress the importance of having open conversations, positioning themselves as helpers, and being prepared to pivot if necessary. Understanding and addressing client and individual motivations, while maintaining clear communication and a compelling vision, are key to successful project delivery. Next week's podcast will focus on "A Day in the Life."

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Transcript

Andy: Alright, we're recording now. Gentlemen, how are we today?

Tom: I'm good. I think we'll leave that in.

Andy: Let's just leave it. Tom, are you editing this one?

Tom: I don't know if Jebby might be back to edit this one. You'll be able to tell who's edited it because if it sounds like a professional job, it's not me.

Andy: That's fine. Today's podcast is about client and user motivations and how they affect the work you do, how you interact with people on projects, and why it's important. We're moving away from clickbaity topics like Dax or Excel. So, Tom, how do you feel client motivations impact project approach and outcomes?

Tom: There are a couple of common motivations for clients. One is to implement a BI strategy to reduce costs and manage business expenses. Another is to unlock new opportunities from data, like identifying new customers or reactivating existing ones. However, some motivations are less valid, like someone driving a BI project to further their own career, which can be tricky and political.

Andy: Which motivation is more dominant?

Tom: Explicit motivations like reducing costs or finding more customers are common. But you often find individuals involved in projects primarily to further their own careers, which can be problematic if they're making decisions based on their career rather than the project's best interest.

Andy: It's fascinating. People often get involved in certain projects or use specific technologies to advance their careers. Shailan, what are your thoughts?

Shailan: It happens. People have big motivations to further their careers, which may not always align with the organization's best interests. When starting projects, it's essential to understand both client and individual motivations.

Andy: How do you approach conversations about motivations and office politics at the start of a project?

Shailan: I'm quite mindful of that. It's more challenging with remote work, but it's crucial to ask what success looks like and how it will be measured. Understanding these motivations helps us deliver better solutions.

Andy: Internal communication is vital. Without it, people make their own assumptions, often defensively. Do you discuss political motivations with clients?

Shailan: Absolutely. Comfort with the individual allows for open conversations about internal politics and drivers. It's essential to understand these to navigate projects successfully.

Andy: It's helpful when clients openly share these dynamics. Tom, have you experienced projects where internal politics affected outcomes?

Tom: Yes, I remember a project where the main sponsor didn't choose the implemented product and threw up blockers. We eventually got it across the line, but it was challenging.

Andy: It's stressful when senior people closely monitor projects. It can heighten awareness and stress levels. However, it can also help motivation and performance.

Tom: Another motivation is implementing a specific technology, like Power BI, without considering if it's the right fit. Sometimes, the solution needed isn't the sexy one they want.

Andy: It's about leading clients to see the potential of the tools. Shailan, how do you handle projects when decisions are questioned after hitting rough patches?

Shailan: It's crucial to reengage and keep motivation high. If we communicate well and show the project's value, we can maintain momentum.

Tom: As consultants, we must ensure we're not leading clients astray. Sometimes projects need to be redirected or even stopped if the chosen solution is wrong.

Andy: True. We must be ready to pivot if necessary. To wrap up, what are your tips for understanding client motivations and navigating politics?

Tom: Have open conversations with key individuals, monitor what you're being asked to do, and suggest reasonable alternatives if needed.

Shailan: Position ourselves as helpers, not threats. Understand client and individual drivers and communicate that we're there to support their long-term success.

Andy: Excellent points. Show a compelling vision of where the organization is going to maintain motivation. Thanks, everyone. Next week, we'll talk about "A Day in the Life."

Shailan: Thanks, everyone. See you then. Bye.

Tom: Cheers.