I believe that the task of a good service is not only to be nice, smile and be interested in the opinion of the client. And in making the service as useful as possible for him.
Typically, the client wants to get rid of the pain. He comes to a professional for a solution and provides its requirements - how he sees the solution. But his pain is often at a tactical level. And the cause of the pain is on the systemic.
The task setting at the tactical and systemic level looks completely different. So is the solution. Therefore, it is important to figure out what kind of problem we are solving - then the requirements will become clear without unnecessary clarifications, or they will radically change (why then even unnecessary clarifications?).
It is quite easy to distinguish a one-time solution from a system one, if not for a nuance. I call it an “advance solution”. It is well disguised as a systemic one and is insidiously inadequate - the problem is eliminated for a while, the paid price is not full, it is still far from being systematic.
Feel the difference: eliminate the symptom (one-time solution); eliminate the disease (advance solution); pump immunity so that the disease does not appear again (systemic solution).
Or like this: to keep the bearer of knowledge in the organization (one-time solution); motivate him to conduct regular trainings (advance decision); to create a system of organic accumulation and transfer of knowledge (system solution).
Let's listen to the manager: this is in my area of competence, I will decide (one-time decision); I will hire highly qualified specialists so as not to waste time and invest in time (advance solution); we need to learn how to simplify some code fragments to a level so that even a novice specialist can quickly figure it out (system solution).
Let's move on to automation: we will hire students and they will quickly enter data about our clients (one-time solution); we integrate CRM with external systems so that customer data is entered only once (advance solution); we are looking for a solution so that customer data is not out of date and updated automatically (system solution).
Notice I have not branded any of the solutions. Sometimes quite fast enough one-time and it makes no sense to complicate everything. Sometimes the system is not enough and you need go to the meta-level... The general rule is as follows: a one-time solution - for a one-time problem, a system solution - for a system problem, and an advance solution - in the case when it is called by name (and everyone agrees with this name).
And yet, in the service business, the customer makes a decision. The professional's job is to make sure that the client is aware of the difference, and not under the illusion that regular pills are a systemic solution to their pain, and the down payment is final.