SearchBy Brian O’Neal, Director of Client Success
We have found that within the landscape of technology consulting, the heartbeat of success resides in the strength of client relationships. The degree of strength, though, is determined by maintaining and developing the important benchmarks of trust, transparency, and commitment to our clients’ success. I’ve written this blog to define our approach to our client relationships, describing the nuances of collaboration between consultants and businesses and the indispensable importance of transparency, adaptability, honesty, and performance.
Creating a Culture of Trust while Fully Understanding Client Needs:
In the realm of consulting, the first step in a relationship is acknowledging the privilege of being chosen by a client. We don’t see their choice as a transaction as much as a partnership built on trust. Even though consultants enter the scene as experts, they must create a collaborative atmosphere through valuing the client’s insights and experiences in addition to their own professional knowledge. There is a delicate balance between the “customer is always right” philosophy and providing alternative perspectives that consultants must learn to understand and uphold. Overall, to create a culture of trust, consultants need to understand that clients appreciate transparency and clients need to expect consultants to deliver both positive and challenging insights.
Collaborating with Clients to Ensure Feedback and Continuous Improvement:
Now that a foundation of trust has been established, your partnership can now explore how to effectively collaborate with each other. I recommend adopting a “Feet, Telephone, Email” (FTE) mindset to ensure a short feedback loop. The first step is using your feet to meet with your stakeholders face to face and one-on-one. The trust you’ve established should allow your stakeholder to feel comfortable for step two: pick up the telephone, either calling or texting (or both). Lastly is email. This should be your last resort, even though it still holds value. Our customers are busy, balancing multiple initiatives at once. If you are emailing, ensure that your message gets to the point, focusing on clarity and actionable items. Regularly scheduled value-based meetings serve as checkpoints to discuss status, address concerns, and provide guidance. Prioritizing the three components of FTE will increase a consultant’s ability to engage in meaningful discussions with clients, which will significantly contribute to fostering lasting relationships.
Adapting to Changing Needs/Mitigating Issues and Crisis Management:
Adaptability and successfully navigating challenges leads to longevity within client relationships. A way to achieve this longevity is through communicating challenges in a timely manner- vs. expecting all delivery engagements to be performed perfectly. Clients value consultants who commit to their success, even if it requires additional time and resources. A consultant needs to visualize themselves as a partner rather than a supplier, partnering with the client through adversity and problem solving through collaboration. This approach will not only resolve immediate issues but will position the consultant favorably for future projects.
Building a Strong Reputation through Transparency and Honesty and Measuring Success:
It is no surprise that transparency and honesty are the cornerstone of a consultant’s reputation. I find following a metrics-focused approach is a tangible way to kickstart transparency: Let the data speak first, and then follow up with your professional insights. While communicating data, establish regular intervals in which to consistently report key metrics. Project status meetings and quarterly business reviews become platforms to share progress, challenges, insights, and the value being delivered. Proactively demonstrating the value delivered in these meetings also solidifies the relationship and mitigates the likelihood of clients seeking alternatives. A consultant should adopt the goal of consistently exceeding expectations, and a clear way to achieve that goal is through measuring success honestly and transparently.
Conclusion
Building strong relationships with our clients is at the heart of the work that we do here at eimagine. Maintaining an environment of trust, collaboration, and transparency creates space for constant improvement and timely problem solving. As a technology consulting company, we find our focus is not only on tech, but on our client’s success.
eimagine’s identity is built upon creating partnerships where tech goals and expertise meet at the epicenter of a relationship focused firm. If you are interested in experiencing this kind of collaboration, reach out to our client partners today.
#eimagineBetter #ClientRelationships
