What Salesforce Admins and Consultants can learn from my 3 year old

I am far from a professional write. More than likely you will read spelling and grammar mistakes.

Let me share a recent exchange I had with my 3 1/2 year old while making pancakes.

Toddler: "Why do we need to stir it in the bowl?"

Me: "Because you have to mix everything together."

Toddler: "But why?"

Me: "All the ingredients need to be together so it can cook."

Toddler: "But why?"

Me thinking how I can explain this better: "Because the pancakes won't cook if the milk doesn't mix in with everything."

Toddler: "Why can't we just shake it?"

Me: "Because then the pancake mix will spill everywhere."

Toddler: "Okay" and he walks away satisfied

All parents know that often the toddler is not satisfied and keep asking why over and over...and over.....and over....and over. And many times they just give up.

A toddler just wants to learn everything they can. They ask why because it is the simplest and most logical thing to say when they don't understand something. All they want to do, even though it can be frustrating at times, is too learn and understand. They do not always accept basic answers they don't explain things in a way they understand.

As a Salesforce admin, analyst, architect, developer, consultant or anyone involved in understand a business process should be just like a toddler. Simply ask "Why?" when a request comes in or when having a discussion around Salesforce. The title of this was a bit click-bait, as many already do this. But not enough to be bluntly honest.

Asking "Why?" is a good thing, not a bad thing. Some feel if they ask why it will look like they don't know what is going on and they worry about how they will look. It shouldn't be that way. Your job is to give the best solution, and that means digging in deeper. When something is asked to be added or changed in Salesforce ask "Why?". The point is to challenge the person/people in a good way. Let them explain why they are asking for something, instead of just telling you to do something. Then ask "Why?" again; meaning why do you need to do it that way? Many times a process is done simply because that is always the way it has been. By asking Why? you are digging into finding out the process behind the request and if it is valid. Sometimes you will get a good answer....other times you will get "Because that is how we do it." The latter response is not good most of the time. When you get that type of response you need to then ask Why? again; using it differently though, such as "Why is it done that way? Are you open to possibly change?". A 3 year old doesn't simply take a response as a valid answer, and you shouldn't either.

You also need to understand the business process behind the request. So even if a valid request the Why? might be because you need to understand better and not completely getting it as it is explained. So when you do not completely understand a request or process, keep asking why and related why questions until you understand it.

When you ask Why?, remember to then stay quiet and let the person respond. If you ask Why? a second time, let them explain again without interuption or prompting. If still not getting an answer you understand or think there is a better way, then give some more info in your response. But most importantly, after your first "Why?" do not give any direction the person should follow...let them explain and be quiet.

Do not take me saying use "Why?" literally as only that one word. Something a simply one word "Why?" works. Many times it will be "But why do it that way?" or "But why do you need to get an email on every opportunity stage change?".

The point is just ask why more often. And do not feel bad if you have to ask why again. Your job within Salesforce is to give the best solution and support that solution, not just be a fast food order taker of what users want.

So be a toddler. Use Why? more often in your communication. It is simply for all involved to understand things better and possibly find a better answer to a question or request. The goal is for you to walk away simply saying "Okay" and feeling satisfied.

Next up..... 'Use "Yes but... " and "No but..." more often as a Salesforce Admin'