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Language Guide

This page provides quick reference for correct language when speaking to clients.

Core Phrases​

Describing Who We Are​

Use:

  • "Open-source business systems consultancy"
  • "Advisory and consulting services"
  • "Implementation guidance and enablement"

Avoid:

  • "Software company"
  • "IT services provider"
  • "Managed services"

Describing Our Role​

Use:

  • "We guide and advise"
  • "We enable your team"
  • "We transfer knowledge"
  • "We help you operate independently"

Avoid:

  • "We handle everything"
  • "We take care of it"
  • "We manage your systems"
  • "We're responsible for operations"

Describing Outcomes​

Use:

  • "You'll be able to operate this independently"
  • "Your team will own and maintain this"
  • "You control your systems and data"

Avoid:

  • "We'll keep it running"
  • "You won't have to worry about it"
  • "We'll be there whenever you need us"

Common Situations​

When They Ask About Hosting​

"We don't provide hosting. You're responsible for your own infrastructure — whether cloud, on-premises, or through a hosting provider. We can advise on requirements, but operation is yours."

When They Ask About Support​

"We're not an operational support provider. After implementation, you operate your own systems. If you need ongoing support, you'll need to arrange that separately — either internally or with a support provider."

When They Ask About Custom Development​

"We configure and extend open-source platforms — we don't build custom software from scratch. If you need bespoke application development, that's a different type of engagement."

When They Ask About Guarantees​

"We can guarantee the quality of our work — our advice, our guidance, our methodology. We can't guarantee how any software will behave, because we don't control it. What we do is reduce risk through good practices."

When They Ask to "Just Handle It"​

"Our model specifically keeps you in control. We guide; you operate. This protects you from dependency on any vendor, including us. If you need someone to run your systems, that's a different type of service."

Words to Use vs. Avoid​

UseAvoid
GuideControl
EnableManage
AdviseHandle
Support (as verb, during engagement)Support (as ongoing service)
TransferRetain
You ownWe maintain
IndependenceRelationship
BoundariesFlexibility
ClarityWhatever you need

Qualifying Language​

Asking Good Questions​

  • "Tell me about your current situation..."
  • "What's driving this initiative?"
  • "Who will be operating this day-to-day?"
  • "What does your internal IT capability look like?"
  • "What level of investment are you planning for ongoing maintenance?"

Testing Fit​

  • "How do you feel about open-source?"
  • "Are you comfortable managing your own infrastructure?"
  • "Is building internal capability something you're planning?"

Surfacing Expectations​

  • "What does success look like for you?"
  • "What are you expecting from a consultant?"
  • "What happens after initial implementation?"

Declining Language​

Polite but Clear​

  • "That's not something we offer"
  • "Our model doesn't include that"
  • "We specifically don't provide that"
  • "That falls outside what we do"

Explaining Why​

  • "Our expertise is in [X], not [Y]"
  • "Our model is designed around [principle]"
  • "That would create the kind of dependency our model avoids"

Offering Alternatives​

  • "I can point you toward providers who specialize in that"
  • "That's a different type of vendor relationship"
  • "You might explore [alternative approach]"

Escalation Language​

Buying Time​

  • "Let me confirm that internally"
  • "I want to make sure I give you accurate information"
  • "I'll get back to you on that by [timeframe]"

Acknowledging Limits​

  • "That's outside my authority to commit to"
  • "I need to involve [role] on this"
  • "This is a decision that needs more input"

Correcting Misunderstandings​

When They Think We're Vendors​

"I want to clarify — we're consultants, not software vendors. We don't sell software or licenses. We help you select, implement, and operate open-source platforms that you own."

When They Think We'll Operate Systems​

"To make sure we're aligned: our role ends when you can operate independently. After the engagement, you run your systems. We don't provide ongoing operations or managed services."

When They Think We Build Custom Software​

"Just to be clear on our approach: we configure existing open-source platforms, not build custom applications. We work within what these platforms offer and help you use them effectively."

Tone Guidelines​

Be Direct​

Don't soften boundaries to the point of ambiguity. "We don't do that" is clearer than "that might be challenging."

Be Helpful​

Declining doesn't mean being cold. Offer alternatives or explanations where appropriate.

Be Confident​

You're not apologizing for our model. You're explaining it. Confidence comes from knowing why boundaries exist.

Be Consistent​

Use the same language patterns every time. Consistency across the team builds trust and prevents confusion.