Successful Consultant-Client Relationship
Define the real problem: Identify the real problem, its context, complexity after due study of the details. Translate the same into customer needs.
Manage expectations: Set right expectations – from the start and throughout – and deliver on them.
Deliver Value: Articulate the outcomes for the client beyond spelling out consultant deliverables
Engage with clients in a partnership mode:
Prepare the client for the engagement, share risks, build mutual trust. Ensure transparency in communication. Share bad news first and early. Be sensitive to internal dynamics amongst client stakeholders. Where necessary, leverage senior management support in consultant organization and client organization.
Perception is reality: Manage it!
Managing Difficult Clients
Clients are clients. The difference is in the way we understand them and manage them. Here are some thoughts for managing so called ‘Difficult Clients’
Check if we are thinking from client’s point of view. This could help resolve their concerns.
Reconfirm if we have identified their real problem. It is never too late to do course correction.
Review if we are taking complete ownership to resolve client’s problem and not passing the blame. It is important to make this clear to clients.
Ensure that we set realistic expectations and deliver on them.
Seek help from senior management of both sides
Finally, if nothing works, take the extreme step of terminating the engagement
Approaches for managing client expectations
Set right & realistic expectations:
- Be conservative in making upfront promises
- One engagement cannot address all challenges in an organization; Consider splitting into phases
Define and publish success criteria:
- Realistic expectations into success criteria of the engagement
- Results for the client vs Deliverables of the consultant
Communicate:
- Have open and regular communication with stakeholders & decision-makers
- Update progress, challenges, request for support
Prepare User groups in client organization: To manage their expectations and prepare them for impending changes. Messaging by their Senior Management could help here.
Bring out major changes early: To contain the shock in the organization
Prepare for and manage unexpected challenges
- Be prepared to arrest a negative perception
- Take Senior Management help as appropriate
Dr. Selvaraj Vadivelu 