Re: Being an IT guy but not talking like one... &... The art of bluffing...
Yeah being honest and open with the customer is something they really appreciate (amazing eh!). Plus being able to explain things in concepts they understand is vitally important. Most customers go into a IT meeting expecting to be totally mind-blown so will either go "Shields up!" or just "Eyes closed!"
In my role of IT Relationship manager I've had to subtly take over many a presentation that is just going over the horizon. "Okay I think what Gary is trying to say here is..."
If you make them realise you are not giving them the BS they trust you and you become the trusted partner. When you get to this level of relationship the customer doesn't mind so much any negatives or issues that crop up as they feel there is still a level of control and they are still getting the best advice and decisions made. They don't have that feeling in their gut that "something just doesn't seem right somehow!"
Plus on launch day there are no surprises.... Customers hate those kind of surprises.
"What do you mean it doesn't work with our E-commerce platform?"
If you are having to lie to a customer then you really aren't doing your job properly.
As one of my customers said when I left my last relationship role -
"Oh Christ what do we do now? You were the only one of them that spoke any sense that we could understand!"
I kept the email as a reference.