Food for thought: How do you consult?

A client recently said to two consultants at the end of an interim project review meeting: "We've never worked with consultants like you before."

This is great praise to my mind (assuming it wasn't great criticism subtly worded), as the comment was not about their presentation skills, nor the content of their work, nor their knowledge of the latest methodologies. It was not even about the business benefits the consultancy might be bringing to the company, as it was too early to judge results. No, the comment was about the way the consultants consulted.

This client company had previously used numerous advisers including IT experts to help install their ERP system and specialists who brought the gospel on Lean, 5S, Six Sigma and other popular ideas. So where was the difference from these experiences?

The client went on to say: "We feel we can trust you", and gave some clues to what lay behind the comments. Nothing showy or often used as the headline in a consultancy selling presentation, but:

Starting the work from the client's issues and then checking back regularly in case priorities are shifting
Taking the trouble to really understand the situation and the options the client faces
Referring to experience with other clients as a way of bringing new ideas and understanding on how to tackle a problem (not just a boastful Client List)
Working with the members of the client project team on a personal basis to build confidence (face-to-face rather than by e-mail)
Informally coaching some of the junior managers in the wider organisation to help them prepare for the planned changes
Ensuring communication to the workforce as a whole is effective and kept up to date
Always thinking about how best to help the client... before considering the consultancy's commercial agenda
When commercial issues do arise, being completely open and honest about fees, time over-runs etc.

It's not what you consult, it's how you consult. And clients have learnt to recognise the difference.

Philip Taylor