A few years ago I was asked to speak to a firm about how they could better interact with their clients. Just recently I came across my speaking notes and the advice is just as valid now as it was then.
- Leave Your Ego at the Door
As an ex-journalist this one was hard for me. But good consulting is not about trying to impress the client with your knowledge and experience. Don’t keep selling after you’ve made the sale. It’s not about saying something smart and – most importantly – it’s not about how you would do it. It’s about how the client can do it and your job is to make that happen.
- Ask Questions Before Giving Answers
If you are at all good at what you do it doesn’t take much information to understand the problem and start to see a possible solution. There are two things wrong with that. The client may not tell you everything right away. Careful questioning will often reveal pertinent details that the client thought were not important. Also, more and more I find that text-book solutions don’t always fit real life problems. Find out as much information as you can and, whenever possible, take time to think about the client’s situation before recommending action.
- Sometimes, the Client is Right
As consultants we need to be as persuasive as possible with our advice BUT if the client chooses another path then it becomes our job is to make that path work (see tip number one). My expertise is in communication, coaching and reputation management, not business so I have to recognize there may be other factors that affect what the client is able to do. I also strive to be open to good ideas no matter which side of the boardroom table they come from.
- Better, Not Best
If you were building a house you wouldn’t keep messing with the foundation while the drywall was going in. By that I mean you must know when to move on and stop revisiting the same issues. Accept the decided course of action even if you believe it’s not the best and try to make it work. If you do performance coaching, as I do, you must also understand when to switch from Teaching to Training. I work my clients to high standards but when they are about to do a speech or an interview I am most concerned with instilling confidence.