I have shared and used these golden rules over the years, and they work all the time. A fair assumption is that we always meet new people and clients, which means they don't understand you like a close friend. 1) Most definitely, it is your (consultant's) responsibility to understand the client's business and express the technical /solution/product details in alignment with the customer's requirements OR their existing business only. E.g. Your product's lead-to-cash journey will make sense if you use an example product the customer gave. 2) Terminology - Although usually ignored, a lot of gaps occur because the customer is used to terminologies totally different to yours. You absolutely need to first align, and then map it to yours.

In my long career, I’ve encountered this challenge often—it happens more than you think! The positive here is the client is saying, “I don’t understand,” which is far better than silence. I’ve learned to assume most clients don’t fully grasp the technical details and adjust my approach accordingly. I bridge the gap by linking technical concepts to business outcomes, using relatable stories and scenarios to make ideas tangible. I also engage clients through questions, guiding them to articulate their challenges and goals. This collaborative approach not only clarifies the explanation but also helps clients feel invested in the solution.

This may happen often as the customers may not always be technically experienced to be able to visualise the explanations and possibilities discussed. These can be illustrated by making use of simple flow charts to represent various systems and the exchange of information set to happen between them. Document each item with simple illustrations to ensure the clients are on same page. Paraphrase the discussion to ensure right understanding of the requirements and solutions proposed. Getting a sign off on the agreed topics before commencing the build can be of great help in effectively managing the implementation and efforts of the team.

In addition to the mentioned options, what worked for me is by providing a use cases. Most of the times, it becomes difficult for non-technical stakeholders to understand the consulting language. Other than keeping simple in terms of language if you will start explaining the concept with a use cases it becomes extremely easy for anyone to understand.

To help a client understand your technical explanations, keep things simple and clear. Use everyday language and avoid jargon. Add visuals like charts or diagrams to explain complex ideas. Focus on how the solution helps them instead of technical details. Check in often to see if they understand and ask for feedback. Summarise key points in writing after the discussion. You can also: - Use examples or stories to make ideas relatable. - Create a simple glossary for key terms. - Watch for cues and adjust your approach if needed. - User real life relatable examples These steps make it easier to bridge the gap and build trust.