What does the client think the problem is in the plant?

A careful interview of the client regarding their thoughts on the problem can provide critical pieces of information that contribute to an accurate diagnosis. Remember that you are interviewing the client, not interrogating! Avoid asking “leading” and accusatory questions, such as, “Did you over-fertilize the plant?” or “Did you give the plant too much water?” These questions are not likely to yield useful information; they are more likely to yield an angry client.

Consider phrasing questions in a way that induces dialogue. For example, you may ask, “Tell me about your fertilization program;” or “Tell me how you water your plants.” Both of these questions require more than “yes” or “no” answers, and they are not “leading” questions, meaning that you are not influencing the answer. Your goal is to simply gather more information.

Having a two-way conversation with the client will also help you learn the client’s true concerns which will be very helpful in making a recommendation. Asking for their opinion on what they think the problem is making the client a partner in the diagnostic process. A partner will be more likely to follow-through with your recommendations.