Asking the right questions at the right time is crucial for successful collaboration with service providers. This article provides a structured question catalogue you should go through before every engagement, regardless of industry.
The questions are organised into six categories: Qualification, Process, Experience, Communication, Costs, and Contract.
Category 1: Qualification and Competence
Question 1: What qualifications do you have for this task?
Why important: You want to ensure the provider has the necessary skills and certificates.
What to watch for:
- Concrete certificates (e.g., FMH, CREST, ISO)
- Relevant education and continuing education
- Industry memberships (associations, networks)
Red flags:
- Vague answers without concrete evidence
- Certificates that cannot be verified
- No ongoing education
Question 2: Do you have experience with comparable projects?
Why important: Every project is different, but experience with similar requirements reduces risks.
What to watch for:
- Concrete examples (portfolio, case studies)
- Comparability (size, complexity, industry)
- Results and learnings from these projects
Red flags:
- Only generic references without details
- No comparable projects in portfolio
- Exaggerated promises without evidence
Question 3: Who specifically will work on my project?
Why important: The salesperson is often not the implementer. You want to know who you’ll actually work with.
What to watch for:
- Names and qualifications of project managers
- Experience and specialisation of specific people
- Continuity (Do people change during the project?)
Red flags:
- “We’ll see” or “depending on availability”
- No information about team members’ qualifications
- Frequent personnel changes during project
Category 2: Process and Methodology
Question 4: How is your approach structured?
Why important: A clear process is an indicator of professionalism and reduces misunderstandings.
What to watch for:
- Phase model with defined milestones
- Clear deliverables per phase
- Quality assurance processes
Red flags:
- “We’ll see” without clear structure
- No traceable methodology
- Ad-hoc approach without planning
Question 5: How do you communicate progress and problems?
Why important: Transparency prevents nasty surprises and enables timely course corrections.
What to watch for:
- Fixed reporting dates (weekly, biweekly)
- Communication channels (email, meetings, tools)
- Escalation process for problems
Red flags:
- “We’ll get in touch if necessary”
- No defined reporting structures
- Reactive instead of proactive
Question 6: What happens with changes during the project?
Why important: Changes occur. The question is how they’re handled.
What to watch for:
- Clearly defined change process
- Transparency about cost and time impacts of changes
- Documentation of changes
Red flags:
- “No problem, we’ll do it” (without discussing cost implications)
- Unclear regulations on scope changes
- Changes are not documented
Category 3: References and Experience
Question 7: Can you name 2–3 references I can contact?
Why important: References are the strongest evidence of quality. Direct conversations with former clients provide honest insights.
What to watch for:
- Willingness to name references
- Relevance of reference projects
- Contact details are provided completely
Red flags:
- “We can’t name any for confidentiality reasons” (unbelievable for all projects)
- Only positive testimonials on website, but no contact details
- References are not reachable
Question 8: What was your most difficult case, and how did you solve it?
Why important: This question shows problem-solving competence and honesty. Nobody has only easy projects.
What to watch for:
- Openness to discuss challenges
- Concrete description of problem and solution
- Learnings from difficult situations
Red flags:
- “We’ve never had problems”
- Evasive or vague answers
- Blame is always placed on clients
Category 4: Costs and Budget
Question 9: How is your price structured?
Why important: Transparency in costs creates trust and enables comparability.
What to watch for:
- Traceable price structure (hours, fixed price, materials)
- What’s included, what isn’t?
- Which factors influence the price?
Red flags:
- “That’s just our price” without explanation
- Price changes constantly during conversation
- Intransparent markups
Question 10: What additional costs might arise?
Why important: Hidden costs are a frequent point of dispute. Clarify in advance what might arise additionally.
What to watch for:
- Openness about possible additional costs
- Under what conditions do these arise?
- How are additional costs communicated and approved?
Red flags:
- “There are no additional costs” (unrealistic for complex projects)
- Additional costs are not discussed in advance
- Blanket “as needed” without upper limit
Category 5: Contract and Framework Conditions
Question 11: What warranty do you offer?
Why important: Warranty shows the provider stands behind their work.
What to watch for:
- Duration of warranty (legal or beyond)
- What’s covered, what isn’t?
- How quickly are defects fixed?
Red flags:
- “No warranty” (except for “as-is” agreements)
- Very short warranty periods
- Unclear regulations on what’s covered
Question 12: What happens if we need to terminate early?
Why important: Even if nobody expects it, exit scenarios should be clarified.
What to watch for:
- Notice periods and conditions
- What services were delivered by then?
- What costs arise with early termination?
Red flags:
- No termination option
- High penalties for termination
- Unclear regulations on delivered services
How to Evaluate the Answers
Recognise good answers by:
- Concrete: Facts, names, numbers, no platitudes
- Honest: Limitations and risks are also mentioned
- Understandable: Technical terms are explained, contexts clear
- Documented: Promises and statements can be recorded in writing
Recognise bad answers by:
- Vague: “Normally…”, “Usually…”, “Typically…”
- Evasive: The question is not answered but avoided
- Exaggerated: Unrealistic promises, no risks
- Inconsistent: Contradictions between different answers
Industry-Specific Additional Questions
IT and Cybersecurity
- What certifications do your employees have?
- How do you handle sensitive data? (NDA, encryption)
- What happens in case of a security incident?
Construction and Remediation
- What insurance do you have? (Liability, builder’s liability)
- How do you dispose of waste? (Disposal certificates)
- What safety measures do you take at the construction site?
Design and Marketing
- Who owns the copyright to the final result?
- How many revision rounds are included?
- How do you measure the success of the work?
Medicine and Healthcare
- What examinations are necessary for my situation?
- What alternatives exist to your recommended treatment?
- What costs are covered by my insurance?
When and How to Ask the Questions
Timing
- Before first meeting: Prepare your questions in writing
- In first meeting: Ask 6–8 of the most important questions
- After offer: Clarify open points and details
- Before contract signing: Final clarifications
How to ask
- Open: Ask open questions, not yes/no questions
- Concrete: “Can you give an example?” instead of “Do you do that too?”
- In writing: Record important answers in writing
- Respectfully: Questions are legitimate, not confrontational
What to Do With the Answers
Document
Create a table:
| Question | Provider A | Provider B | Provider C |
|---|---|---|---|
| Qualification | |||
| Process | |||
| References | |||
| … |
Evaluate
Weight the answers by importance:
- Which questions are most important to you?
- Which provider gave the most convincing answers?
- Where are there gaps or ambiguities?
Follow up
For unclear answers:
- Ask again in writing
- Request concrete examples or evidence
- Arrange a follow-up meeting
These 12 questions are a minimum standard you should go through before every engagement. They cover the most important risk areas: competence, process, experience, communication, costs, and contract.
Serious providers won’t interpret your questions as distrust but as a sign of professional preparation. Those who feel attacked by critical questions are probably not the right partner.
Take time for these questions. The answers you receive are often more meaningful than any marketing brochure.