Having worked as a consultant for several years I have learned quite a bit about how to properly support customers and add value. I’m still learning, but I think I am reasonably proficient To that end, here are some hints and tips that can help you be a better consultant – consider it “Introduction to Consulting 101”
First impressions are key
It start at the initial touch point (Call, kickoff, etc…). Be direct, confident and succinct in your communication. Use the initial conversations to build trust and confidence. After making that good initial impression, build a positive relationship with key stakeholders. Building that solid relationship will help you whenever you will need to deliver any bad news (and this WILL happen).
Plan every meeting
Have a plan about what you want to get out of every meeting, and communicate that plan to participants through and agenda and set expectations at the beginning of every meeting. This is meeting etiquette 101. And these people are taking time out of their “day jobs” to meet with you – be considerate and appreciative of that time.
Even though you have a plan, you need to be flexible – pay attention and be prepared to “call an audible” to change the agenda during the meeting – if you stick to the agenda dogmatically you will potentially miss out on something that needs attending to.
Don’t be afraid to ask questions
Too often I have worked with consultants who are afraid to ask questions – they think that if they ask questions they will come off as ignorant and “lose face” with the customer. The problem with that approach is it prevents you from getting to the next level of detail you need to support the customer.
So ask questions, and keep asking questions. Each response gives you more detail that can help you flesh out a more effective solution for your customer.
Be open and collaborate with the customer
Share your work with the customer, early and often. Don’t be afraid to show work in progress – after all, the customer is paying for this work. Embrace collaborative design sessions/workshops with the customer. Finally, make sure you have sufficient review cycles and allow enough time
Have a positive attitude
Be yourself – that is, be the best version of yourself that you can be. Be positive, direct, and friendly – Even if the persons you are dealing with aren’t. If they want to “pick a fight,” don’t. It isn’t worth it.
Don’t be negative – Avoid words like “Can’t, Won’t, Like, Dislike.” And even if you think the client is wrong, be positive about how you frame your response – say “How about this?” instead of “That won’t work.” Finally, Use questions to turn a negative room into a positive one by asking questions that will get the participants excited.
Set appropriate expectations
Be direct and upfront about what is being delivered and when. And stick to your commitments as much as possible. If something comes up, let the customer know immediately. Over communicate to remind/reset expectations when necessary. When you can, surpass expectations (without giving away free work).
Finally, always provide status reports – it is the best way to continue to set (or reset) expectations to both the customer and your team.
Know your role
We are consultants first, everything else is second. At best, we are trusted advisors who can add real value to the customer. At worse, we are staff augmentation resources who has to do boring work.
Finally, be open to additional areas of conversation and exploration beyond the scope of the project – such conversations can lead to more work and additional projects.