Client Pet Peeves to be Avoided at All Costs
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Clients play a central role in our consulting careers. Yet, in our attempt to over-deliver, we often lose sight of how we are being perceived by members of the client organization. Here are some things you can do to avoid these classic client pet peeves.
Tell it like it is: The truth hurts. But not acting on a problem situation will be more painful for the client in the long run. If the current state assessment you just completed identifies areas of concern, let your client know - don’t try to "dress up" the answer just because you think that’s what the client wants to hear. Clients appreciate objectivity - that’s why you were hired. - Don’t play favorites (or partake in client politics): Sure, you may have a go-to person at the client organization that you work with on a daily basis or the client executive that signs your invoice, but that doesn’t mean you ignore everyone else. At the end of the day, the client is comprised of people like you and I and you need to ensure you are not labeled as someone who plays favorites.
- Don’t patronize the client: For some reason that is beyond my comprehension, consultants at some stage in their career pick up the terrible habit of patronizing the client. I have seen veteran and even some junior consultants do this and all it does is demonstrate a lack of professionalism. There is a fine line between guiding and coaching the client and being downright offensive. Recognize that the client has hired you for your knowledge and experience; yet, also remember they too are very familiar with their industry. They are paying you for your opinion; just be respectful when giving it.
- Act like a partner, not a vendor: Vendors respond to RFP’s, pitch solutions, deliver, get paid and disappear…until the next RFP. A partner does much the same, except the Houdini part. Even after the engagement is over, a partner will remain in communication with the client to query the health of the project or the results it has delivered. Clients love consultants that act like true partners; they’re the ones that continue getting rave project reviews and repeat business (what a surprise).
Posted on May 21, 2008
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Zeeshan,
those are some good and valid points. Somme additional ideas:
on 1): If you dress up your answer because it is more convenient to say “yes of course” than pointing out to open issues, remember that you will be hold to this. Often you get lucky and issues can be solved, but that might not always work - and our customers hate nothing more than surprises.
on 2): Especially important when dealing with staff who report to your direct client / contact person. Hear them, respect their opinion, take time to understand their position in the game. They might not have direct power over you, but they sure have influence on what their boss - your go-to person - thinks of you.
And by the way, keep up the good work! I hope the fact that you have not blogged in a while simply means that you are oh-so-busy on an assignment.
Cheers
Florian