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Hebben we het over hetzelfde?

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Ik vroeg laatst of de loodgieter – ben al 13 jaar tevreden klant – de handdoekradiator een stukje kon verplaatsen, zodat ie niet achter de badkamerdeur schuil ging. En dat deed ie zoals gevraagd. Maar, toen ik thuiskwam zat de handdoekradiator nu zó dat de douchedeur niet meer open kon. ‘Tja, ú had gevraagd of we hem konden verplaatsen hè mevrouw..’

Er zitten twee kanten aan deze metafoor. Wie een verzoek doet voor iets zonder de procedures of techniek achter iets te kennen, beseft vaak niet wat de gevolgen van dat verzoek zijn. Zoals ‘Er moet morgen een persbericht uit waar alle zes partijen het mee eens zijn,’ of: ‘we willen een gepersonaliseerd magazine voor elk van onze 300.000 klanten met een unieke inlogcode voor een winactie…’ of ‘Maak even een video over onze strategie. Nee, we hebben niets op schrift staan…’

En wie aan de andere kant als uitvoerder zonder meedenken op die verzoeken ingaat, zonder zicht op het totaalplaatje, beseft óók niet wat dat allemaal kan veroorzaken. De vrager/opdrachtgever moet dus checkcheckdubbelchecken of de vraag helder is voordat het verzoek hard wordt geformuleerd. En de uitvoerder moet doorvragen en de hulpvrager wijzen op de potentiële gevolgen van de opdracht. Hebben we het over hetzelfde?  Hoe ziet het eindresultaat er volgens jou uit? Wat betekent het exact als we doen wat jij vraagt? Klinkt logisch, en van een goede adviseur/uitvoerder mag je ook best verwachten dat die daarin het voortouw neemt. En toch zat die verwarming bij mij een hele dag op de verkeerde plek.

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