Knowing where to tap

Here is a fascinating observation. Many clients need to appreciate solutions when they are quickly provided, but they usually do not. The unspoken sentiment is that the clients think they need to get their money’s worth because the problem was solved too fast.

Some seasoned, wise, and intelligent consultants know this very well. They may have a simple and effective solution for their clients, but they design it so complicated and intricate that the client would view it as a more complex solution. This may be why there are so many and sometimes too many “activities/ gamification/ workshops etc.,” to make the process appear complicated and, thus, add more hours in terms of billing. The clients love to buy the processes more so than appreciate and love quick and simple solutions.

For example, bring your laptop, phone, or other devices to an “expert” for repair. You explain the problem, and in just a few seconds, this “expert” solves the problem for you. The question that lingers in your mind is: “How can it be that all it takes is a few seconds for this person to solve my problem, whereas I have spent the whole night figuring out how to make it work, and it does not?”

Here is an old story which I have revised it a little.

A factory machine stopped. The factory owners tried one “expert” after another. None could figure but how to fix the machine. Then someone in the company remembered an old man who had been repairing machines for years. So they brought him in. This old timer looked over it for a few minutes and began working, pulling out a hammer from his toolbox, the old man gently tapped a part of the machine, and instantly, the equipment lurched into life. The old man put his hammer away and went back home.

A few days later, the owners received a bill for 50 thousand pesos. “What?!” the owners exclaimed. “Fifty thousand pesos for a few seconds of work, he hardly did anything. And so, the owners wrote the old man saying: “Please send us an itemized bill.” The man sent a bill that read:

Tapping with a hammer………………….. Php         10.00

Knowing where to tap…………………….. Php 49,990.00

On the surface, it may have looked like the problem was solved in just a few seconds. But those few seconds carry with them some 20 to 30 years of actual business experience, a fortune spent on books, materials, classes, and seminars, and the practical sensibility of understanding the source of the problem and how to deal with it. The owners only saw the effort, but they failed to appreciate the knowledge of where to make the effort which makes all the difference!

A good trainer or a good consultant may charge very high. When the presentation is given, one could wonder, “Why pay this consultant a fortune for just an hour and a half worth of work?” The work may have taken an hour or two hours max. But the complainer does not know and sees that those two hours are backed up with 25 to 35 years of experience, study, reading materials, seminars, and classes. That lets the consultant know where to make an effort and address the needs.

Every seasoned businessperson can be a consultant and subject matter expert. They have had years of experience, knowledge, and know-how, and the advice they give is valuable. They know where to tap the hammer. Meanwhile, those who claim to be “gurus” and subject matter experts with embellished CVs may not have enough experience, wisdom, and knowledge to know where to tap the hammer. They should do OJT with their prospective clients, practice the craft, and fill the gap with experience and mastery before claiming any expertise.

One more thing. The true experts are not cocky and dead sure of themselves. They are constantly probing, researching, and studying. Their seeming lack of confidence is not due to their lack of knowledge and experience but stems from the many possible options and answers they have, and they have to choose which one solves the problem best. The non-experts need to compensate for their lack of the same with an overstated sense of confidence.

Philosopher Bertrand Russell says it best: “The whole problem with the world is that fools and fanatics are always so certain of themselves and wiser people so full of doubts.” He may be describing the difference between those who know and those who don’t know where to tap.

(Francis Kong’s podcast “Inspiring Excellence” is now available on Spotify, Apple Podcasts, Google Podcasts, or other podcast streaming platforms.)