Delivering the right solution at the right time: the importance of listening and comprehension

Picture this: you’re at a restaurant, looking forward to a great meal. The waiter comes over, smiling, and asks what you'd like. You give a simple answer: 'A salad, please.'

A few moments later, he returns with a taco dripping with cheese and proudly says: 'Look what I’ve prepared for you! It’s delicious, you’re going to love it.'

How do you react? You're likely feeling both frustrated and confused. Why this taco? It’s not what you asked for, and you don’t feel heard. This is the perfect example of a service that, despite good intentions, completely misses the point.

Understanding before providing a solution: an essential lesson

As simple as it seems, this scenario mirrors a frequent error in the development of digital products and services: rushing to deliver a solution without taking the time to fully understand the client's needs.

The taco might be delicious, but it’s not what you ordered. n a professional context, this leads to unusable products, dissatisfied clients, and missed opportunities.

At KERN IT, we believe the key to a successful solution lies in a deep understanding of the needs and goals of the end users. Here is how to avoid falling into the 'taco waiter' mistakes.

Three rules to ensure you deliver the right solution

1. Make room for the client (and their needs)

It is tempting to project your own preferences onto a project. Whether you're a developer, designer, or engineer, your expertise is key. But it shouldn't overshadow the client's actual needs. Step back and listen carefully.

2. Ask the right questions to get to the heart of the matter

Be curious. Why the salad? Is that actually enough? What are they truly trying to solve or achieve? Using the '5 Whys' is a powerful way to get below the surface and align on the real objectives.

3. Deliver appropriate and purposeful solutions

Once requirements are clear, identify adjustments that align with the initial request while bringing your expert perspective to the table. The aim is to exceed expectations without losing sight of the core objective.

Let’s go back to our restaurant scenario

Had the waiter followed these rules, his approach would have been quite different:

1. Listen without assuming:

• "A salad? Great, noted."

2. Clarify expectations:

• "Does that work for you? Do you have any particular preferences?"

3. Adapt the offer:

• "Are you following a diet? Great, I'll leave the dressing off so it better matches what you're looking for."

The result: the client feels understood, satisfied, and even appreciates the attention to detail. Convincing them doesn't require an unsolicited 'amazing' solution, but rather a service that is both customized and respectful.

Know your client, and your decision-maker even better

In the business world, these rules hold true for every phase of a project. Whether you're building an app, creating an interface, or pitching a strategy, you must:

• Identify the core problem: look beyond the surface requests to uncover the root needs.
• Identify the final decision-maker: he person who holds the final power to validate or veto your proposal.
• Propose a tailored solution: relevant, effective, and user-centered.

The KERN IT approach: a methodology centered on the client

At KERN IT, we have integrated these principles into our standard operating procedures. We believe that a successful solution is, above all, one that meets the expectations of those who will use it. This drives us to ask the right questions, deeply analyze your requirements, and provide expert-backed alternatives that make sense for your business.

Our mission is simple: delivering a useful solution, at the right time, that brings you real added value.

Thinking about a new project? Let’s connect. Together, we can build a solution that isn’t just 'amazing', but exactly what you need.