A conversation recently shared with me between a technology service provider (SP) and his client (we’ll call them “C”) was a brilliant example of how a small shift in communication can lead to big results.
Version 1: The Output-Focused Pitch
SP: “I’m delighted to inform you that we have completed the automation process that I spoke about.”
C: “Nice, tell me more about it.”
SP: “We’ve reduced the number of steps in the process from 10 to 7.”
C: “Great – see you later.”
The conversation ended flat. No excitement, no engagement, no real recognition of the effort.
Version 2: The Outcome-Focused Pitch
A few days later, the SP reflected on the lackluster response and decided to change his approach the next time he spoke to a business stakeholder.
SP: “I’m delighted to inform you that we’ve completed the automation process. We estimate this could save you $120,000 annually.”
C: “Wow, how?”
SP: “We’ve reduced processing time by 2 minutes per request. At 10,000 requests per month, that’s 20,000 minutes – or 333 hours – saved monthly. At $30/hour, that’s about $120,000 a year. Plus, we’ve cut onboarding time from 5 minutes to 3, leading to a projected 3% increase in NPS.”
C: “This is fantastic! Let’s share this in the next Governance Meeting. Big congratulations to you and your team – you made my day!”
The Lesson:
The difference? In the first version, the SP talked about output – a process efficiency that, while internally meaningful, didn’t resonate with the client. In the second version, he translated that output into outcomes – real-world business value in dollars and customer satisfaction.
That small shift changed the client’s reaction from a polite nod to genuine excitement and appreciation.
Conclusion:
In client conversations, it’s easy to focus on what we did – steps reduced, tasks completed, systems deployed. But what clients truly care about is what they get from it – savings, faster delivery, happier customers.
By making the switch from output to outcome, you don’t just inform – you inspire.
Keywords: Outcome-based communication, client conversations, output vs outcome, automation ROI, technology service provider, improving NPS, value articulation, customer success, governance meetings, stakeholder engagement.