Describe a time when you had to convince a customer that their desired solution was not in their best interest.
There is often a difference between the image of success a client has in mind and what is feasible or adds the most value. This question is asked to ensure that a candidate understands this potential conflict and has a method to address it.
Avoid using language that indicates you feel clients are not capable of understanding technical complexities. The ability to educate with examples and figurative language is a major skill an IT business consultant should be able to demonstrate in any given situation.
Remember to demonstrate emotional intelligence in your answer while making it clear you also rely on analytical methods such as a cost-benefit analysis to help your client understand why another option is a better fit.
"I was asked to complete an executive-level discovery effort of a business's implementation of a particular technology. My client was unhappy with their current solution and had decided that they wanted to replace it with something new that their competition was using. I was familiar with the capabilities of both systems and agreed that the new system was a potential candidate. However, upon review of their high-level requirements, workflows, implementation specifics, and budget constraints it became apparent that modification of their current system was a better fit.
I developed a presentation that demonstrated how the current solution could be adjusted in a manner that would offer the needed operational efficiencies. Additionally, I outlined the cost for changing systems in terms of software, hosting costs, implementation time, and maintenance. I was able to clearly demonstrate that making adjustments to the current system would be cost-effective and easier for their staff overall."
