Client Assessment Questions

The following questions, (Hale, 1998,  p.180) dig into the heart of what a client is asking you as a consultant to do and why.  These are helpful in assessing the readiness of the client to have a consultant come in and help, as well as to help the consultant get clear on where in the performanc improvement process the client is at.

• What made you notice there was a problem? (Ask this to find out what they pay attention to and value.)
• What makes you think the situation needs improvement or is not up to par? (Ask this to find out their reason for seeking a change and to determine if they are acting on firsthand or secondhand information.)
• What exactly has changed? (Ask this to find out what they track and if it is the same as what they pay attention to and value. If the answers are the same, it means the client is on track.)
• Can you think of a time when it (whatever is being measured) was okay? What was different then? (Listen for whether the answer is the same as for the previous question or if they are using other criteria as well. Again, this indicates whether the client "has a clue".)
• What would have to be different for you to change your opinion of the situation? (Ask this to find out what the person is using for criteria.)
• What will you accept as evidence that things have improved? (Again, you are trying to get at all of the criteria.)
• How much do things have to improve? How will you know when the change is sufficient? (Ask this to find out the metric: do things have to change 1 percent or 100 percent?)