When a customer approaches with a business problem asking for a quick and easy fix, the normal reaction from a consultant is to give the best and most recent learning that he has acquired. It can solve the immediate problem but often leads to more dramatic problems for e.g. the mismatch in expectations due to the limited understanding acquired from the customer. The motive could have been providing what they asked for. I suppose “Consulting” is more than that. If you have listened to the problem and have done exactly what they asked it’s a job well done but not “Consulting”. In this article, I would summarize few Do’s and Don’ts that should be observed when you are “Consulting” with a customer.
DO’s
- Attention to detail on requirements (verbal, written in document or communicated via any other medium)
- Record, playback and verify what has been asked. Any comment made during any requirements gathering if not captured is an opportunity lost.
- Categorize the requirements so you can formulate your plan to deliver.
- Provide recommendations on priority but don’t fix them for the customer.
- Identify areas where you need more information and who is the key player in getting the information
- Do your homework before going into a session. If you haven’t thought enough, the session will require another follow up.
- Make your decision logs separately and up-to date. Sometimes there is a need to revisit and it is important to keep the decision log current.
DON’Ts
- Never miss a point or think a remark was made casually.
- Don’t assume what you know is known to the customer already even if it was said before. If it is undocumented, it does not carry any value.
- Don’t rush through the meetings if you are nervous, plan well and engage more.
- Don’t give dates that you cannot stick to, it is not okay to miss a deadline.
- Don’t plan a meeting without objective, it will be a waste of time for everyone.
