How Engineers engineer the art of reading their client’s mind?

It does not matter which Industry it is, with the advent of a Customer-Oriented Culture, every profession has incorporated the concept of understanding the language of their customer.

As engineers, we do not solely deal with the designing aspect of the projects, we have to probe through different layers of it or in better words, get into the mind of our clients to understand their needs. This process is one of the most interesting processes in the pursuit of the project. Even with the provision of drawings and technical details of the building/land, we as engineers conduct an in-depth research to devise the best suited solutions for our customers.

Oftentimes, the clients are not aware of the geographical, legal and technical landscape of the site proposed. The most challenging task then is to communicate the solutions effectively, keeping in mind the satisfaction our client would derive from the dialogue. Over the course of over two decades in the industry, we have seen it all. It takes two or three meetings on average to understand the How’s and Why’s for the projects. Depending on the retention and frequency this is usually reduced but doesn’t go away. Established structure and systems ensure compliance and mitigates errors and omissions, yet innovation within the confines of the structure help us rejuvenate the processes and keeps them relevant.

We have curated a few real-time steps to help you navigate clients’ needs skillfully:

1. Listen: Listening is a lost attribute. We all have something to say and seek to feel validated. The best of manager and leaders are better listeners than orators, and in that order. Not only does listening give one a chance to have clarity on what the other person is saying, it also empowers the other person to say it without succumbing to the scarcity of attention. It gives the other person the respect he/she deserves to put forth their ideas.
2. Make no assumptions: If you make your clients feel heard, they are more likely to listen to your solutions. Understanding that your client will not be where you are at mentally is the first step to devising personalized explanations for each project. There have been several times, where the clients’ perspectives were invaluable and changed the course of the design and outcome. Sometimes, cross pollination has worked wonders. A doctor’s opinion on engineering, might lack logic, but can bring in entirely new way of thinking.
3. Educate: It is very hard to start from scratch. If one starts with something the other person is familiar with, a lot can be conveyed and taught. In other words, it is much easier and effective to build on than start from nothing. So find the link to connect the knowledge the other person has and then make your way to the subject. We at TAG Engineering, endeavor to educate the clients and trades in the process. Not to mention, we learn a lot ourselves in this exchange.
4. Keep course: Keeping with very tight deadlines can be challenging at times. It becomes crucial to the relationship of the company and the clients as it sets the tone for the future projects with the same clients or the new prospects. So keep the course, do not deviate. Set the structure in place and follow through. Prioritize the sensitive clients and be sure to have both constructive and critical feedback from them. Do your thing. Take Lessons.
5. Celebrate cultural differences: Often times, we see this as overcoming the cultural barriers with flexibility and diversity. Change the narrative to celebrate the differences. With the onset of expanding the markets and targeting different segments, dealing with clients from different cultures has become the core of our daily tasks. This has brought in richness and made the processes interesting. Encourage dialogue and you will find new ways to do things. Creating a comfortable space for them generates a unique customer experience and adds to the valuable lifetime experience for both company and the client.

Time is a great teacher. Everyone in this industry grows wiser and sharper with new experiences. These tidbits have helped us be better corroborators. Maybe you can draw some parallels and have some take-a-ways.