Today, we lost a deal. Let’s call it what it is: a loss. No spin, no excuses. Losing stings, but it also teaches. And today, the lesson was clear: people don’t want options; they want answers.
The Trap of Flexibility
As consultants, we pride ourselves on tailoring solutions to meet our clients’ unique needs. We often approach challenges with an open mind, ready to adapt and provide a range of possibilities. After all, flexibility is a hallmark of good service, right?
Not always.
What we’ve learned is that when people come to you for help, it’s because they are navigating complexity, uncertainty, or both. In those moments, flexibility can feel like yet another decision they need to make—one more burden instead of a relief. What they’re really looking for is clarity, direction, and confidence. They want to hear, “This is the way forward.”
The Need for Certainty in Complexity
In a world that’s increasingly complex, decision fatigue is real. The more options you give someone, the harder their job becomes. This isn’t just about consulting; it’s about human behavior. When overwhelmed, we gravitate toward those who exude certainty and competence.
As consultants, our role isn’t just to present options; it’s to filter out the noise, analyze the problem, and position ourselves as the experts with the right answer. It’s about showing we understand the problem deeply enough to stake our reputation on a single, confident recommendation.
The Balance of Confidence and Humility
Now, there’s a fine line here. Confidence is essential, but arrogance is dangerous. It’s not about saying, “I’m always right.” It’s about saying, “I’ve put in the work, and based on my expertise, this is what I believe will work best for you.”
Defending your ideas assertively doesn’t mean bulldozing over others or ignoring feedback. It means standing by your recommendations with conviction, while remaining open to dialogue and collaboration. Arrogance closes doors, but assertiveness opens them.
A New Perspective
Today’s loss is tomorrow’s lesson. Going forward, we’ll lean into the principle of simplifying complexity and delivering decisive answers. We’ll strive to strike the perfect balance of confidence and humility. And we’ll remember that in the moments our clients feel most overwhelmed, our greatest value is not in showing them what’s possible, but in showing them what’s right.
If you’re navigating a challenging situation and looking for guidance, know this: the best consultants aren’t the ones who give you a menu of choices. They’re the ones who guide you toward the answer with clarity, expertise, and conviction.
Because when the stakes are high, answers matter more than options.