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How to be client friendly

 
#1 How to be client friendly
07/03/2012 10:29

alessandro.agostini

I'm so grateful and thankful to Tony Restell who not only answered to my question just a while ago, but advised me to post it in this forum.

So, for my personal interest, I'd like to know some opinions about "client relationships" from consultants who actually work in this environment.

Therefore, If you don't mind and have some spare time, I really really appreciate if you write down 1-2 sentences(very short) about one way/behavior/tip YOU consider the most important in order be "client friendly" (maybe with an example).

this is Tony's answer:

My advice would be for consultants to invest time in thinking how they can help individuals from the client to progress their careers – and to go out of their way to ensure those individuals get the glory for project wins during the course of the consulting assignment. In many client organisations, the mid-level staff you’ll be interacting with on a day to day basis will often not have had a “moment in the spotlight”. Suddenly they find themselves in the midst of a project that the organisation considers to be absolutely critical (otherwise they would not be investing the consulting ££s in making the project happen). So whilst for the consultant this is just another day in the office, for some of the client individuals involved in the project this is a golden opportunity for them to get noticed within their organisation and to receive recognition from some of the top executives for their contributions to the project. I would say it is therefore key to do two things. Firstly to try to develop the client individuals during the project. Help them to be able to do things that contribute to the project that they previously didn’t know how to do (rather than just doing these things yourself). This way they see themselves developing professionally from being part of the project and they will view you as an ally and form a strong team bond with you. Secondly, when there are significant achievements in the project or milestones reached, try – wherever it is merited – to have those positive achievements reflecting most prominently on the client individuals involved rather than on the team of consultants. The client already has huge respect for your abilities or they would not have engaged the firm; but there is a window of opportunity to help the organisation spot and recognise some of the rising talents in their organisation, which is a benefit that will remain with them – and with the individuals – for a long time after you are gone.

thanks in advance to everybody

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#2 RE: How to be client friendly
09/03/2012 15:15

marsday to alessandro.agostini (#1)

do what you said you would do, when you said you would do it.

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#3 RE: How to be client friendly
09/03/2012 19:05

alessandro.agostini to marsday (#2)

can you explain better with a relation to the consulting world please?

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#4 RE: How to be client friendly
10/03/2012 01:18

Mr Cool to alessandro.agostini (#3)

How about,

" be concise. People who don't understand probably never will"

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#5 RE: How to be client friendly
10/03/2012 09:21

Camster to alessandro.agostini (#1)

Tony's advice is spot on. "Development of people" is very important. I recall one assignment, where I told some of the client managers my findings, giving them some thoughts in terms of recommendations for improvement (before putting into reports, etc.). They learned new skills (like how to segment properly and new pricing models) as well as got credit, we got entrenched in them (meaning new engagements), I over-achieved my quota and got my nice fat year end bonus.

Consulting should be a case study into "first impressions". We're usually well-dressed, but some are more "pleasant-looking" or better looking than others. Cultivate your own "style", your own personal way of attracting people of being approachable (e.g. using humour, etc.). Useful to get inside scoops, etc. Let's face it. No matter how good you are, if you're not seen as approachable, you may still get your work packages or work streams done, but it could have been much better and easier.

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#6 RE: How to be client friendly
12/03/2012 21:38

alessandro.agostini to Camster (#5)

Tony's advice is spot on. "Development of people" is very important. I recall one assignment, where I told some of the client managers my findings, giving them some thoughts in terms of recommendations for improvement (before putting into reports, etc.). They learned new skills (like how to segment properly and new pricing models) as well as got credit, we got entrenched in them (meaning new engagements), I over-achieved my quota and got my nice fat year end bonus.

Consulting should be a case study into "first impressions". We're usually well-dressed, but some are more "pleasant-looking" or better looking than others. Cultivate your own "style", your own personal way of attracting people of being approachable (e.g. using humour, etc.). Useful to get inside scoops, etc. Let's face it. No matter how good you are, if you're not seen as approachable, you may still get your work packages or work streams done, but it could have been much better and easier.

Can you write me here: alessandro.agostini@hotmail.it.

i've got a question and thanks for answering it

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#7 RE: How to be client friendly
12/03/2012 21:41

alessandro.agostini to Mr Cool (#4)

How about,

" be concise. People who don't understand probably never will"

mmm..yes, but if you're too concise, probably the client will not understand, am I right?

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