The truth is people in client service hate their clients. This is especially true for us management consultants.
So why do we keep coming back?
Consultants feel bad for their clients.
We know good people can sometimes make bad decisions in difficult circumstances. After seeing it so many times, we go into a client situation fully expecting the client to be too in the weeds of their corporate crisis to think about the big picture. It’s almost like when you have a child panic because they think a monster is in the room. You coming in and saying it’s just a shadow before turning the lights on isn’t going to be so persuasive. That’s assuming they even hear you over the shrieks of horror… Same thing with clients.
Consultants like to play the super hero.
We come back because of the gratification of helping rescue someone from such a disaster. While not quite as risky physically, I imagine firefighters feel the same about running into burning buildings.
The truth is the outcome of a high-visibility consulting project can make or break a career, so some hesitation by the client is understandable. A client thinking they can achieve different business results without a change in behavior? Not so much. That’s where the consultant adds the most value, by guiding the client on the change journey and highlighting what might not be obvious to the client because they’re so close to the problem. Being the bearer of bad news is never fun but somebody has to lay down the reality check.
You ever have a client/customer that made you wonder why they hired you in the first place? Share your story in the comments!
If the cartoon caught your eye, let +Michael Voogd know his work is appreciated!
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