Key Lessons Learned

After many years in Consulting and Customer Success, I’ve distilled some essential skills and insights. These lessons, hard-earned through experience and observation, are crucial for anyone in the field. Here are some key takeaways:

Customers Value Your Knowledge

Clients purchase consulting, especially in the software world, to gain access to knowledge that will accelerate their path to value.? This might be for installation, implementation, mentoring, project work or business process improvement.? In whichever case, share your knowledge to its fullest.? This is the value that you as an individual bring to the engagement.

Know the Content, but Don’t Overdo It

Many consultants believe that they must master topics needed by their client.? Understanding the context and content is critical, but you don’t need to know everything. Clients value your knowledge and your access to other sources. You only need to be "5 minutes smarter" than your client. This means being prepared, understanding the agenda and anticipating the questions that will be asked. Present yourself as the expert by focusing on what's relevant to the conversation.

Communicate Effectively

Develop strong communication skills using frameworks like SCIPAB? (Situation, Complication, Implication, Position, Action, Benefit). This helps structure your communication clearly and effectively. And ....

Simplify Your Communication

Simplify your messages to make them easily understood and more persuasive. Avoid jargon and overly technical terms. Tailor your communication to your audience. Employ the concept of Cognitive Fluency : The ease with which our brains process information. The easier information is to process, the more we are inclined to like it, find it attractive, and believe it to be true.

This is how the consultant described it:

What the client really needed:

?

Staying on the topic of effective communication...

Reframe “I Don’t Know”

As a consultant, avoid saying "I don’t know." Instead, use phrases like "I need to research that," or "I can get that information for you." This approach shows your resourcefulness and willingness to find answers, as well as reinforces one of the values you bring to the engagement: Access to other sources of knowledge.

Eliminate Negative Language

Avoid words like "no," "not," and "can’t." Instead, use constructive phrases. For example, say "In my experience, it’s more effective when…" or "That approach could be costly." This gentler language maintains a positive and professional tone.

Consistency and Repetition

Simplify your messages to make them easily understood and more persuasive. Employ the concept of Cognitive Fluency: The ease with which our brains process information. The easier information is to process, the more we are inclined to like it, find it attractive, and believe it to be true.

Now let's move on from language and communication to activities and approaches for being a great consultant.

Add Immediate Value

When you begin a new customer engagement, start by doing something valuable immediately, even if it’s outside your designated role. This establishes your commitment and adds immediate benefit to the project. (I once created an e-size drawing that depicted a complex project plan with all the key workstreams outlined – not part of my role, but it was clearly needed for all the team leaders involved to see dependencies and deadlines visually).

Take Initiative

Don’t wait to be told what to do. Clients expect you to apply your expertise proactively. Take responsibility when you see something that needs doing. This not only solves problems but also shows your value.?

First Impressions Matter

You only get one chance to make a good first impression. Be professional, credible, and knowledgeable from the start. Dress one level up from your client to look professional and worth their investment.

Follow Up Promptly

After meetings, quickly address action items and follow up. This shows credibility and demonstrates that you’re taking action on discussed points. Prompt follow-up is a hallmark of professionalism.

Own the Whiteboard

In meetings, the first person to the whiteboard usually drives the conversation. Using visuals engages people, especially those who are visual learners. This helps in facilitating discussions effectively. Some of the most effective consultants and facilitators I have worked with have mastered this skill.

Never Offer Free Work

Consultants are valued for their expertise and ability to deliver results. Offering free work devalues your skills. If a client asks for free work, then it’s up to your management to decide. Always remember, the client pays for your knowledge and execution.

Deliver Bad News Professionally

When bad news arises, deliver it promptly and with a plan for resolution. Bad news doesn’t improve with time. Address issues head-on and provide solutions to maintain trust.

Trust but Verify

Trust that work is done but verify it to ensure accuracy. This approach ensures accountability and maintains quality.? This is one that holds true time and again.? It also applies to assumptions.? Verify those assumptions.? (Side note, “Doveryai, no proveryai” -President Regan used this old Russian proverb with President Gorbachev during the nuclear disarmament discussions).

Understand “What’s In It For Me” (WIIFM)

Understanding the human element of change management is crucial. Ask clients what success looks like for them personally and professionally. Tailor your support to meet their needs and show that you are invested in their success. (See my previous article on this topic).

Focus on Value Delivery

Always focus on delivering value to the client. Sometimes, you may need to challenge the scope of work to ensure it aligns with the desired outcomes. Your role is to ensure that the project delivers the expected ROI.? It is not unusual for a customer team member or even the customer project manager to want to modify the scope in some way.? Be sure to keep your client focused on the end goal.

Root Cause Analysis

Engage in root cause analysis using methods like the "Five Whys" and fish-bone diagrams to get to the heart of issues. This not only solves problems but also involves clients in the process, fostering ownership and collaboration.

Transparency and Collaboration

Maintain transparency by asking clarifying questions and ensuring all facts are on the table. This fosters open communication and helps in finding win-win solutions.

These principles have guided me through a successful consulting career and can help others navigate the complexities of client engagements, delivering value and building strong professional relationships.? Consider sharing some of your experiences and lessons learned in the comments.