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#476: Go the Extra Mile for Clients

Posted By Mark Haas CMC FIMC, Monday, January 10, 2011
Updated: Monday, January 10, 2011
I am a good management consultant. With over 30 years of experience, my services are well respected and always use the latest techniques. But my clients don't seem to connect with me emotionally and I am convinced I'd get more business if that trust was there.

Consulting is often described as a relationship business. However, not every consultant or client wants such an emotional connection. For some, it is all about the job, not a relationship.

On the other hand, there is tremendous benefit to having a relationship, and it often takes very little to create it. Consulting is like being in love (stay with me on this one). Dating brings out our best side. We go the extra mile. We think of ways we can make the other person's life better. We don't have to; we just do.

Your job as consultant is to improve the lot of your client. If your focus is really on your client as a whole, you will find journal articles of interest, suggest ideas unrelated to your scope of work that might benefit them, introduce them to your colleagues or other clients, provide services for others at the client organization that help the organization, or even remember a birthday.

Tip: It doesn't have to be all about the job. What have you done for your client this week that is not in the scope of services?

© 2011 Institute of Management Consultants USA

Tags:  client relations  consultant role 

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Michael E. Cohen CMC MBA says...
Posted Tuesday, January 11, 2011
I gree completely with eveyhting you've said, Mark. I don't know if the analogy to dating is necessary, but building a personal realtionship wiht the client, doing things for him or her beyod the immediate project, and helping the clinet succeed will go a long way to building the kind of trust important to a successful relationsip. The onl caveat is that it may not apply/work for every client. Be attnative to cases where the approach may not be being received as you intended.
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