You know something your client doesn’t. That’s the problem.
The curse of knowledge is simple. Once you know something, you can’t unknow it. And as a Salesforce consultant, that gap between what you know and what your client knows can quietly derail an entire meeting.
You’re talking about record types, automation logic, or a product they’ve never seen. They’re nodding. But they have no idea what you’re talking about.
Here’s how to fix it.
Three steps. That’s it.
Educate. Recommend. Confirm.
Step 1: Educate
Before you dive in, figure out where your client actually is. Ask a simple question. “Have you heard of this before? What do you already know about it?”
I watched my team member Marko do this perfectly on a Sales Engagement requirements call. He asked the client right away, “Do you know anything about Sales Engagement?” The client said all they knew was what Salesforce showed them in a demo. That one answer told Marco everything he needed. He adjusted his language on the spot and had a great meeting because of it.
One question. That’s all it takes.
Step 2: Recommend
You work with the product every day. They don’t. They don’t even know what questions to ask yet. That’s your cue.
Once you understand where they’re at, make your recommendation. Clearly. Confidently. “Now that you know this, here’s what we’d suggest for your situation.”
That’s what they hired you for.
Step 3: Confirm
Don’t assume they’re with you. Ask.
“Does that recommendation make sense? How do you want to move forward?”
They might agree. They might push back. Either is fine. What matters is that you did your job. You didn’t assume. You showed them the best path and let them decide.
The real question
The curse of knowledge isn’t going away. Every time you gain experience, the gap grows. The fix isn’t to know less. It’s to stay curious about where the other person is, and avoid making assumptions.
How is the curse of knowledge showing up in your conversations?
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