Stuttering through the basics (and what it costs you)

'Hurry up, English girl!'

The queue of old babushkas behind me was getting restless.

It was 1993. I'd been learning Russian at university for six months and was trying, and failing, to buy bread in a store in St Petersburg.

There were no supermarkets at the time – you had to ask for everything you wanted by name. It was fetched from the back of the shop by a surly cashier who slammed it down on the counter with a snarl.

When I'd finally got to the front of the queue it'd suddenly dawned on me.

I knew how to say things in Russian like 'Dostoevsky's literary works plough the depths of human psychology'. (Yes, I was a pretentious student.)

But I didn't know one of the most basic and crucial words there was: bread.

I stuttered and mimed my way through my interaction with the shopkeeper and eventually left, red-faced, with my loaf intact but my pride in pieces.

And I think about this moment a lot when I see businesses trying to impress. At first glance they've got all the shizzle:

• Shiny slides with their values of 'creativity, integrity and excellence' flying in from different sides

• Slick videos of their leaders talking about their mission to make the world a better place (through the medium of tax law or accounting software)

• 50-part infographics detailing their 'commitment to delivering world-class solutions'

But like me in Russia, they're often missing the basics.

Scratch the surface and the foundations just aren't there.

Nobody signs off your budget, adopts your new platform, or turns up to your meeting because the deck had a nice flying-in animation. They say yes once they care – and they only care once you've nailed the basics.

Foundations like:

• What exactly are you asking me to do? (in just a few simple words)

• How will I be better off once I've done it?

• Why should I care? What's actually in it for me?

• Why should this beat everything else already on my plate?

Get these basics right and – oh joy! – the yes takes care of itself.

I'll never forget the Russian word for bread ('khleb' in case you're interested).

And what about you – what are you trying to get someone to say yes to right now, and would it survive them asking ‘why should I care?’