Germany – Page 66 – understand-culture

Consultare

To consult means to seek advice, to refer to, to take into account, to consider, as one would consult an attorney or a physician. To consult also means to exchange views, to confer. As with service, consult has its roots in Latin: consultare, meaning to deliberate, counsel, consult or take counsel.

And consult means to advise, to recommend, to suggest, to provide an opinion about what could or should be done in a certain situation or in response to a certain problem. The consultant, therefore, is the expert applying her knowledge and expertise to improve the situation of a customer.

But essential to consulting a client is understanding his needs, his situation. This is done by first consulting with, meaning listening to that customer.

Advise: To give (someone) a recommendation about what should be done; to give information or notice to; to give a recommendation about what should be done; to talk with someone in order to decide what should be done.

Confer: To compare views or take counsel; to bestow from (or as if from) a position of superiority; to give as a property or characteristic to someone or something. From Latin conferre to bring together.

Counsel: Advice given especially as a result of consultation; a policy or plan of action or behavior. Middle English conseil, from Anglo-French cunseil, from Latin consilium, from consulere to consult.

Recommend: To present as worthy of acceptance or trial; to endorse as fit, worthy, or competent; to make acceptable. From Latin recommendare, from Latin re- + commendare to commend.

Suggest: To seek to influence; to call forth, evoke; to mention or imply as a possibility; to propose as desirable or fitting; to offer for consideration or as a hypothesis; to call to mind by thought or association; to serve as a motive or inspiration for. From Latin suggestus, past participle of suggerere to pile up, furnish, suggest, from sub- + gerere to carry.

Apply: To put to use especially for some practical purpose; to bring into action; to put into operation or effect; to employ diligently or with close attention; to have relevance or a valid connection; to make an appeal or request especially in the form of a written application. From Latin applicare, from ad- + plicare to fold.

Consult vs. Serve

The Germans prefer consulting over serving. To consult the customer is to work auf Augenhöhe, at eye-level. The German people instinctively reject any form of master-slave business relationship.

The German customer prefers a supplier, consultant, vendor who insists on a business relationship auf Augenhöhe. Germans don’t want to be served, they want to be consulted, by an expert, at eye-level. Examples

“Not the consumer’s job“

Harvard Business Review. October 31, 2001. Tom Davenport, Business Professor at Babson College: Was Steve Jobs a Good Decision Maker?

„He (Jobs) also didn’t believe in analytical decisions based on extensive market research.“ Quoting The New York Times’ obituary: „Mr. Jobs’s own research and intuition, not focus groups, were his guide. When asked what market research went into the iPad, Mr. Jobs replied: ‘None. It’s not the consumers’ job to know what they want.’”

Steve Jobs was not of German descent. It was known, however, that he had great respect for German design and technology. He and his family, it was reported, had debated for weeks what brand of washing machine they should choose. His arguments won out. Miele.

Beraten vs. Dienen

The Germans use the word service very often, and in many different situations. But, service is not native to the German language. The German equivalent for service is dienen. And the word dienen can be traced back as far as the 8^th century. At its root dienen was in connection with Läufer (runner), Bote (messenger) or Knecht (farm laborer or servant). Dienen means simply to be helpful or to be useful.

But, it also means (and is often felt by Germans to mean) service in the sense of servitude, subjugation or subordination of one person to another person, to the one served, assisted or helped. Especially if one is serving exclusively the individual needs, wishes or interests of another person, one can feel a loss of independence and autonomy. One is captive, no longer free.

However, if a common goal or common purpose is being served, something for the good of all, then serving is understood as positive. This might provide an indication for why contemporary Germans avoid using the term dienen, and prefer the English word service, or a combination of a German and an English term (i.e. Kundenservice = customer service).

The German term beraten, on the other hand, means to give someone advice about what they should do. The root is Rat, which means counsel. To beraten with another means to discuss and consider together, to hold council on a specific issue, situation or problem. A Berater is a consultant.

The original definition of beraten means to take precautions, in the sense of food and provisions in a household: Hausrat (household things), Vorrat (supply, reserve, stock), Gerät (tool, utensil, appliance, device). Beraten (to give advice, to consult) is oriented, therefore, towards a future action, something to be done. Beraten serves the purpose of preparing someone for a future or possible situation.

Gracious. Helpful. Selfless.

The English term service implies graciousness, helpfulness and to a degree selflessness. To serve is to be humble. Serve stems from the Latin word servitium, which meant the condition of a slave. Service, at its roots involves one person serving another or several. It is inherently personal. The term service in the context of American business involves the notion of servitium, to respond to the needs of your customer, to serve that customer personally and individually.

But service also anticipates compensation: payment, customer loyalty, growth of the business. Service is both personal and commercial. They go hand-in-hand. Impersonal service seldom leads to commercial success. Personal service without fair compensation is servitude. And, indeed, some business relationships are so one-sided that the one serving feels more like a slave than a free person.

To consult means to seek advice, to refer to, to take into account, to consider, as one would consult an attorney or a physician. To consult also means to exchange views, to confer. As with service the term consult has its roots in Latin: consultare, meaning to deliberate, counsel, consult or take counsel. To consult means to advise, to recommend, to suggest, to provide an opinion about what could or should be done in a certain situation or in response to a certain problem.

The consultant, therefore, is the expert applying their knowledge and expertise to improve the situation of a customer. But, essential to consulting a client is understanding their needs, their situation. This is done by first consulting with, meaning listening to that customer.

Clear Picture

When a German customer contacts a potential supplier, he has a clear picture of his needs. And he has informed himself about those suppliers capable of meeting them. The German customer expects the supplier to meet those needs as precisely as possible. The German customer has clarity not only about the what, but also to some extent about the how.

Germans are considered to be rather bureaucratic. Despite all of the laws and regulations, governmental organizations can move quickly, provided that the citizens requesting their assistance are well prepared and can provide all of the necessary information the bureaucracy needs.

What regulations apply? Which requirements need to be met? The ideal citizen is well informed and is clear about what he or she needs, including what rights and obligations he or she has. Governmental bodies typically have a reception area set up whose sole purpose is to assist those citizens who have not done the minimal amount of preparation.

For it is considered impolite, selfish and unprofessional to demand the time of anyone without having first done one’s homework. Opportunity costs are thereby lost. During that time other, well prepared citizens could have been helped. Citizens in Germany can inform themselves of just about everything via the Internet and printed information.

Aufgabe

Aufgabe. Task, job, project given to a person to complete.

An Aufgabe in Germany is a job one feels obligated to do to the best of their ability. More than completing the task, it is a personal matter, a question of professionalism and integrity. People can assign themselves an Aufgabe or have it assigned to them by a third party.

The Germans say Aufgabe für das Leben, a task for life; Sie müssen Ihre Hausaufgaben machen. You have to do you homework; Man wächst mit den Aufgaben. One grows with the tasks given to them; Eine zu große Aufgabe. A task too great.

It is important for Germans to have a clear separation of tasks, clear borders delineating who does what. It is considered to be a negative sign for a team when one German says to another: „I thought that was your job.“ Even worse is when a German employee does not have an Aufgabe or has too few Aufgaben.

This could be an indication that management doesn‘t regard all too highly that employee‘s capabilities. On the flip side, German employees often take on as many Aufgaben as possible. This is part ambition, part job security, part arrogance in the sense of being able to claim to their colleagues „That they have so much to do, so much more than the others.“

For Germans it is important to have important Aufgaben, to have a lot of Aufgaben, to complete them well.

Expectations

The German customer expects the supplier to complete the requested task correctly and expertly, within schedule and budget. The boundary conditions are negotiated and held to as precisely as possible. Germans, however, will sacrifice schedule and budget in order to receive what they ordered. Examples

Collaboration

In Germany two parties enter into a dialogue about matching a customer’s problem with a supplier’s solution. Once the what has been agreed upon, there is limited customer input about the how. Examples