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What engineers should know about what they keep in mind when talking to customers

2021.09.30

table of contents

1 1. Ask about the customer's condition
2 2. Tell only the facts
3 3. Speak as slowly and calmly as possible.
4 4. Talk calmly when the situation is not good.
5 5. When using technical terms, be sure to confirm that they are aware of them.
6 6. Summary

Hello, I'm Kashiwamochi, and I'm thinking about whether or not to graduate from my engineering degree.

It's been about a year since I started thinking about graduating from being an engineer, but I still haven't made up my mind.

I'm starting to feel conflicted about opening TeraTerm every day, so
I think it's time to uninstall TeraTerm.

I'm a non-engineer who wants to work here, but
I usually have a lot of opportunities to talk with customers, so I'd like to talk about what I keep in mind at those times.

Engineers tend to want to talk about technology,
and I feel like they don't communicate well by talking about things that are different from the real thing, so
I decided to write a blog about this topic.

1. Ask about the customer's condition

The first thing we do is to ask for as much information as possible from our customers.

While taking into account the customer's psychological situation, position, and what they need right now,

We would like to hear from you about what you would like to discuss.

2. Tell only the facts

I try my best not to make predictions or talk about my imagination.

If I really need to share my thoughts,

Be sure to use phrases such as ``This is my opinion,'' or ``This is just a guess based on the current situation.''

I am trying my best to let you know.

3. Speak as slowly and calmly as possible.

For example, even if you are in a situation where you cannot go in a hurry, go as slowly as possible.

I try to speak calmly.

I listen to the customer's psychological situation, raise my voice, and speak quickly.

Basically, I try to speak as slowly and calmly as possible.

4. Talk calmly when the situation is not good.

We recognize that server maintenance work is similar to that of a doctor.

I'm sure you've all had the experience of going to the doctor, and the doctor seemed very panicked.

Don't you think that if you look anxious, you'll also feel really anxious?

Therefore, unless there is something special, even if the situation is not good,

I keep a calm attitude and keep my poker face on, and do my best to make you feel at ease.

5. When using technical terms, be sure to confirm that they are aware of them.

As engineers often do, we tend to talk using technical terms.

However, of course our customers may not be engineers, so when using technical terminology,

We always explain technical terminology to our customers and make sure that they have a common understanding before using our services.

6. Summary

Our work as system engineers basically involves working with personal computers every day.

There is no doubt that this is a job where you spend a lot of time interacting with programs and consoles.

However, I would like to ask all engineers once again to be close to those who are ahead of us.

Why not take a closer look at the customer's heart and position?

Of the four things we talked about this time, what Kashiwamochi is most concerned about is

1. Inquire about the customer's condition.

If you found this article helpful , please give it a like!

[2025.6.30 Amazon Linux 2 support ended] Amazon Linux server migration solution

The person who wrote this article

About the author

Hirofumi Kashiwagi

Like an engineer.

Date of joining: 2010/11/10
Career to date: 2 development companies
Current work: Engineer-like
Qualifications: AWS SAA, GCP PCA

I don't like Kashiwamochi that much.

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