You’re running a consulting business. How can you keep your clients engaged and satisfied?

Before commencing any project, ensure a clear understanding of your client's needs, expectations, and outcomes. Define scope, timeline, budget, and communication channels to prevent misunderstandings and maintain a strong relationship.

Starting a project on the right foot means deeply understanding your client's needs and expectations. Engage in meaningful dialogue, asking insightful questions and practicing active listening to truly grasp their vision. Align meticulously on the project's scope, timeline, budget, and communication methods from the outset. This proactive approach prevents misunderstandings and scope creep, ensuring a smooth journey and reinforcing your commitment to delivering excellence and fostering a strong, trust-based client relationship.

1. Regular Communication: Maintain open and transparent communication channels with clients. Provide regular updates on project progress, milestones achieved, and any challenges faced. 2. Understand Client Objectives: Clearly understand your client's goals and objectives. Align your consulting services with their overarching business strategy. 3. Set Clear Expectations: Clearly define project scope, deliverables, timelines, and budget at the beginning of the engagement.

En el mundo de la consultoría, la clave para mantener a los clientes comprometidos y satisfechos radica en comprender a fondo sus necesidades. Antes de iniciar cualquier proyecto, es crucial establecer una comprensión clara y mutua de las expectativas y resultados deseados. Utilizo el método socrático de preguntas para profundizar en lo que el cliente realmente necesita, no solo en lo que pide inicialmente. Esta práctica evita malentendidos, asegura la alineación con el cronograma y el presupuesto, y establece canales efectivos de comunicación. Esencialmente, la conexión profunda entre lo que el cliente busca y lo que puedo ofrecer es la piedra angular de una colaboración exitosa.

Understanding the client's needs can be done in several ways, including creating that memorable experience, finding effective ways to build rapport, using effective communication, emphasizing the importance of retention, and genuinely engaging with customers on a meaningful level.

To honor the trust clients place in you, employ a meticulous approach in your consulting work. Start by clearly defining the problem, then use a variety of tools like frameworks, surveys, and interviews for thorough research and analysis. Creatively develop and present actionable solutions, ensuring your recommendations are both practical and innovative. Don't just stop at advice; be involved in the implementation to see strategies come to life. This rigorous yet flexible methodology demonstrates your commitment to delivering not just results but lasting value, solidifying your standing as a trusted, results-driven partner.

Most experienced Management Consultants would agree that the ideas in this article are crucial for helping our clients and their businesses thrive. But the big question is: how do we do it? From my 20+ years in consulting, I've learned that to really help our clients succeed, we need to focus on both their business goals and the personalities of their leaders (like company managers). Personal fears, biases, and beliefs can often hold them back from making important decisions or changes. That's why I sometimes refer to us as "business therapists" because, in many cases, clients already know what they need to do; we just help them make personal changes to get there.

En el ámbito de la consultoría, es fundamental seguir un enfoque riguroso y estructurado para proporcionar valor a los clientes. Esto implica definir el problema, realizar investigaciones y análisis, desarrollar soluciones y presentar recomendaciones. Sin embargo, el verdadero valor se materializa a través de la implementación efectiva de estas soluciones. Es crucial que el consultor utilice herramientas y métodos adecuados en cada etapa, demostrando así profesionalismo y competencia. La implementación exitosa del valor asegura que los resultados sean tangibles y satisfagan las expectativas del cliente.

Everyone says under promise and over deliver.. but promises still have to meet expectations and over delivery needs to be on things the client values most..

FInd a way to "continually delight" your client - this can be small things (insights, introductions, events) aligned with bigger things associated with the engagement.

Effective communication is the lifeline of successful consulting. Keep clients in the loop with regular, clear updates, and actively involve them by seeking their feedback. Tailor your communication style to suit different audiences, whether it's senior management, the project team, or end-users. This approach isn't just about information exchange; it's about fostering trust, building rapport, and ensuring collaboration, turning each project into a harmonious partnership.

I believe effective consulting hinges on maintaining active communication and transparency. Promptly informing clients about deviations from the plan and offering practical solutions underscores commitment to integrity and resilience. This approach fosters trust and collaboration, even in challenging situations.

A key question here is how to assess client satisfaction. Of course there may be a satisfaction survey at the end of an engagement, and an informal pulse take in status meetings. But its also important to have a structure in mind in terms of client expectations (in aggregate and by key client personnel), how far the engagement has got in meeting these, views on the team etc - and to do informal sense checks against these criteria during both formal (workshops, interviews etc) and informal (coffee meetings etc). This helps avoid satisfaction issues at the end of an engagement and helps position for further work.

I think communication is the cornerstone to build balanced and fruitful consultation journey. I am using the following approach: 1- Conduct informal meeting to make the first ice-breaker and to shorten the "explore phase" . I t is ver common that your clients may be less preserver when you both sit in a café over a coffee to discuss general expectations of the contact. 2- Indicate the methods of communication in the Statement of Work (STW) and maintain its implementation. 3- Bridge a "continuous presence" with your client and the internal team to gain trust and embed the ownership of the project. 4- Avoid the "class teacher" model and work collaboratively with your internal team. Exhibit a sincere intention of knowledge transfer.

Es importante que seas transparente con tu cliente. Tu cliente debe poder comprobar tu grado de avance y tu comprensión del negocio y de sus necesidades. Una mínima desviación hoy...puede llegar a ser una desviación muy grande en un mes.

When consulting projects hit unforeseen challenges, promptly and transparently communicate with your client, detailing the situation, its implications, and potential solutions. Approach these challenges with honesty, setting realistic expectations and showcasing your flexibility in adapting strategies. This proactive and transparent approach not only manages expectations but also reinforces your integrity and commitment to the project's success, strengthening client trust even in turbulent times.

Unido al punto anterior, continuamos con la transparencia. Cuanto más cerca estés de tu cliente, más estarán alineadas las expectativas. Mantenle informado y al día de todo cuanto suceda. Así el éxito del proyecto estará asegurado

Pourquoi au sein de certaines équipes on remarque un dévouement envers le manager ? Et pourquoi elles surpassent allègrement les concurrents durablement ? Bien au-delà de l’apport de valeur, d’autres points sont incontournables : 1- Une vision très claire des objectifs de ce que chacun doit faire. 2- Une communication interne efficace et du talent 3- Un sentiment de confiance dans les équipes 4- Une culture. C’est-à-dire l'endroit où l'on insuffle aux gens les valeurs, les attitudes, l'éthique du travail, le sens des responsabilités envers eux-mêmes. 5- Une présence de leadership efficace. Voilà à mon sens des ingrédients indispensables pour maintenir durablement l’engagement et la satisfaction des clients et même en attirer d’autres.

Desde mi experiencia esto parte de que en el minuto uno, se haya comprendido la situación y comentes con tu potencial cliente qué es lo que se puede hacer con los recursos de los que dispone para esta iniciativa. Poner encima de la mesa experiencia en ese tipo de proyectos en especial y/o en ese sector o tipo de empresa en particular ayudará a que conozcan a lo que se enfrentan. Por lo que he podido ver, en muchos casos, el potencial cliente no dispone ni de un conocimiento profundo de gestión de proyectos, ni de las acciones y tiempo necesarios para conseguir los resultados que tiene en la cabeza.

When unforeseen obstacles, changes, or delays arise in a consulting project, effective management of client expectations and emotions is crucial to maintaining a positive and collaborative relationship. The first step is transparent and proactive communication. Consultants should promptly inform clients of the challenges faced, providing a clear understanding of the situation, the potential impact on timelines, and any adjustments to the project plan. Empathy plays a significant role in managing client emotions. Acknowledging the client's concerns and expressing a genuine understanding of the impact of the unforeseen circumstances helps build trust.

Surpassing client expectations involves not only delivering on your promises but also providing additional insights, resources, and post-project support like coaching or training. This proactive approach not only enhances your value proposition but also ensures the sustainability of your results, transforming client satisfaction into lasting loyalty and positioning you as a trusted, long-term partner in their success journey.

"Adding value" means going beyond transactional relationships to enduring valued relationships. This can mean perspectives on key developments in the client's industry, introduction to and possibly events with the client's peers in other firms, social events, arranging sessions with industry thought leaders etc. Building such a trust and value platform with a client then becomes a basis for an enduring trusted commercial relationship which will benefit both client and consultant. Also one should bear in mind some of this may be at the consulting firm level and some at the individual level. Managing the balance between the two is of course important.

Unido a todos los puntos anteriores el mayor valor que puedes aportar en mi opinión es una relación de total confianza. La confianza unida a una ética impecable es lo que hace mantener las relaciones sanas y duraderas. Ofrecer tu ayuda en sus necesidades tanto si puedes cubrirlas tu, como si necesitan que les recomiendes algun experto donde tu no llegas. Se trata de retroalimentar la colaboracion a la vez que se crea una conexion mayor.

Consultants are onboarded for multiple reasons - knowledge gap, resource crunch, internal capability, to drive projects, manage change, etc. Understand why is your team onboarded, beyond delivering the project objective? In one the recent projects, the CXO mentioned, that i can drive this project but i do not have the time and i don't see anyone else in the team who can drive it? Gives u a better understanding of why you are there? Often the client is "Not Delighted" even when objectives are delivered, due to expectations mismatch. It is important to have regular communications, understand changes in expectations, communicate and update project deliverables. Going beyond deliverables to delight customers is a wise thing sometimes.

By consistently going above and beyond the agreed-upon deliverables, consultants not only create a positive client experience but also position themselves as trusted advisors invested in the client's overall success. This approach can lead to long-lasting relationships, positive referrals, and increased client satisfaction. Wherever possible, provide training sessions or knowledge transfer initiatives to empower the client's team with new skills and capabilities. Leveraging professional networks to connect clients with relevant industry contacts, potential partners, or new business opportunities can also be a valuable extra mile effort.

- Feedback is a GIFT. - Make seeking feedback as a norm. - Establish mechanism to seek feedback. - Invite appropriate people to seek feedback. - Ensure to document the received feedback.

Mi experiencia me dice que la opinión del potencial cliente no se puede quedar en una encuesta al final del proyecto. Desde mi punto de vista es como las evaluaciones anuales: una vez al a?o es algo para salir del paso y que sirve de muy poco. Para ser ágil, poder "pivotar" y hacer lo que necesita el cliente, necesitas "walk around", estar ahí. No solo definir momentos "oficiales" de seguimiento, también llamadas, conversaciones informales, comunicaciones espontáneas,... Todos los canales abiertos entendiendo lo que escuchas y actuando sobre ello.

This is a very important part of the Consulting journey. Building trust is crucial to any Consulting assignment. It begins with having candid conversations with the clients. Giving and receiving feedback should be done in a non-threatening way so that neither party loses face. My own experience shows that consultants are wary of giving critical feedback to clients. However, if critical feedback is delivered in a candid and respectful manner, it can pave the way for a mutually rewarding relationship.

My most successful project have 2 common features: 1) DO GOOD work (for the client), and, 2) make the client LOOK GOOD (in the eyes of their stakeholders) If one of these were not true, you have room to improve. On #1 above, there are plenty of books and many world-class management consultants - so not much addition from me. Never tell them what they already know, never synthesize their own thinking in a nice slide without much new thinking. How do you do #2 well? + Genuinely understand their pressure points + Deliver "quick wins" client to stimulate early passion in your work. This could be a few "killer slides", a framework or a high quality kickoff meeting or something else? + Have them present at their meetings + Iterate heavily

Seeking feedback is crucial for continuous improvement and building strong client relationships. In the future, when I embark on my journey as a consultant, I will prioritize seeking feedback from clients to enhance and strengthen relationships. When starting my practice as an official consultant, I will make it a priority to request their input at the conclusion of each project and express gratitude for their business. This approach will facilitate my learning and growth while fostering deeper partnerships.

Clear Communication: Maintain transparent and consistent communication. Provide regular updates on project progress and milestones. Client-Centric Approach: Understand client needs and expectations. Tailor solutions to address their specific challenges. Quality Deliverables: Ensure high-quality work and deliverables. Exceed client expectations whenever possible. Timely Responsiveness: Respond promptly to client inquiries. Address concerns and feedback in a timely manner. Value Addition: Offer innovative solutions and insights. Demonstrate the value of your services beyond expectations. Adaptability: Be flexible and adaptable to client preferences. Adjust strategies based on evolving client needs.

Make your clients win. Understand what will have them win within their organization and tailor the project and deliverables to ensure they win.

My versions: 1. Know Their Business: Understand the products, services, the competitors & the industry. 2. Listen Actively: Pay close attention to what the clients say, not just their words, but also their tone & body language. 3. Ask Questions to clarify & Paraphrase for Understanding 4. Conduct Surveys, Interviews, & FGD if needed. 5. Social Listening: Monitor social media & online forums to understand what clients say. 6. Bring New Ideas to the Table: Don’t just react to their needs, try to bring fresh ideas that could benefit their business. 7. Regularly check in with the Client to check progress. 8. Collect and use Feedback regularly to improve your services.

Keep clients engaged and satisfied by maintaining open communication, delivering value-added insights, and exceeding expectations. Regularly update clients on project progress, seek feedback, and address concerns promptly. Offer personalized solutions tailored to their needs, demonstrate expertise, and showcase results. Build long-term relationships by fostering trust, transparency, and collaboration, ensuring clients feel valued and supported throughout their journey with your consulting business.

5 golden rules of keeping consulting clients happy and engaged: 1.Proactive Communication: Regularly and proactively update clients on project progress, challenges, and successes 2. Tailored Solutions: Understand client needs deeply. Offer customized solutions that align with their goals 3. Continuous Value Addition: Beyond project scope, provide insights, industry trends, and innovative ideas. Continuous value addition keeps clients engaged 4. Client Empowerment: Empower clients with knowledge and skills. Offer training sessions, workshops, or resources, fostering a collaborative and mutually beneficial partnership 5. Feedback Loop: Establish an open feedback mechanism. Regularly seek client input, address concerns promptly