A young boy is sitting under a tree, seemingly doing nothing. A passerby scolds him for being lazy and wasting his time. The boy, with a curious and innocent tone, responds with "Why?"
The adult, taken aback, explains that he should be working hard, studying, and getting good grades so he can get a good job, earn money, and eventually retire comfortably.
The boy continues to ask "Why?" after each explanation.
"Why get a good job?" "To earn money." "Why earn money?" "To buy a house, a car, and nice things." "Why buy those things?" "So you can enjoy life and be happy." "Why wait until then to enjoy life? I'm happy now."
The adult is left speechless, realizing the boy has a point. The boy's simple contentment challenges the conventional idea that happiness is only achievable after years of hard work and striving. This humorous tale reflects an essential truth: sometimes, the simplest approach is the best way to achieve a goal. Of course, the boy’s method isn’t exactly sustainable—or socially responsible—but his questions remind us of the importance of challenging assumptions and rethinking conventional wisdom. It also underscores a key mindset for effective consulting: asking "why" to uncover the real need, challenging assumptions, and finding simpler, better solutions.
At Yuga Shift, this story resonates deeply with our approach to consulting. In the crowded marketplace of technology consulting, many firms claim to prioritize customer success, but few truly deliver on this promise. We believe there is a world of difference between simply taking orders and being a true consultant. Our approach is centered on two core principles: Time to Value and Outcome Focus. While these might sound like corporate buzzwords, we live by them, ensuring they permeate every project we undertake.
"Time to Value" means delivering tangible results quickly and efficiently. It’s about recognizing that our customers’ time is valuable and that the sooner they start seeing benefits from a solution, the better. However, this doesn’t mean rushing to implement the first idea that comes to mind. Instead, it requires a deep understanding of the problem at hand, ensuring that the solution is not only fast but also fit for purpose.
Too often, consultants focus on delivering what’s asked for without questioning whether it solves the right problem. At Yuga Shift, we prioritize outcomes over outputs. This requires digging deep to uncover the true business needs behind a request.
We use techniques like the Five Whys method to get to the root of the problem. For example, a customer once insisted on automating email notifications for every support ticket created. On the surface, this seemed straightforward, but by asking "why" repeatedly, we discovered their real goal: ensuring customers felt informed about their ticket’s progress. The final solution was a mix of milestone-based updates and a customer portal—a more comprehensive and customer-friendly approach.
A critical part of our process is reframing requests to focus on outcomes. We use a widely used format for writing effective user stories in Agile development:
· As a [persona], I want [feature], so that [motive/desired outcome].
This approach shifts the conversation from "What do you want?" to "What are you trying to achieve?" It ensures alignment between technology and business goals, avoiding missteps like over-engineering or overlooking simpler, equally effective solutions.
For instance, a client asked us to pull information like Annual Contract Value (ACV) and payment dues from their external systems into their CRM so their sales team could have better context during client interactions. Their initial requirement was phrased as "real-time" integration with a point-to-point setup. By reframing the requirement using this structure and asking "why," we discovered that the real need was to provide updated information before customer calls—not real-time updates. We proposed using lightweight middleware they already owned and implemented batch updates instead of real-time integration. This solution was simpler, less expensive, and fully met their business goals.
We understand that every customer faces unique constraints—budget, timeline, resources, and priorities. That’s why we always present multiple solution options, complete with estimates and potential trade-offs. This transparency empowers our customers to weigh costs against benefits and choose the path that best fits their needs.
For example, a manufacturing client wanted to enhance their sales team’s ability to create accurate and compelling quotes quickly. They requested an advanced quoting tool integrated into Salesforce to include complex pricing calculations, discounts, and dynamic visualizations. Upon closer examination, we realized that their top priority was to reduce the time sales reps spent creating quotes and to improve quote accuracy.
We presented three options:
1. A lightweight enhancement to their existing quoting process, which met 80% of their needs and could be implemented within weeks.
2. A Salesforce-native CPQ (Configure, Price, Quote) tool setup that covered 95% of their requirements but required a moderate budget and timeline.
3. A custom-built solution with every feature they requested, requiring a significantly larger investment of time and resources.
Through discussions, the client recognized that the additional 20% of functionality from the custom solution would rarely be used and that their goals could be met with a simpler approach. They opted for the first option, complemented by some additional training, which allowed them to achieve their desired outcomes with minimal disruption and at a fraction of the cost.
At Yuga Shift, we see ourselves as partners in our customers' success. We don’t just deliver projects; we solve problems. Our obsession with Time to Value and Outcome Focus ensures that every solution we implement drives meaningful impact—whether it’s a quick fix that avoids unnecessary complexity or a strategic investment in a transformative solution.
By asking the right questions, reframing problems, and empowering customers to make informed choices, we bridge the gap between technology and business outcomes. These are strategies for being an effective consultant at the micro level. For a broader perspective on aligning technology and business, you can explore my article on digital transformation: The Road to Digital, Part II. This is what it means to be a true consultant, and it’s why our customers trust us to guide them toward success.