CHAPTER 12: MANAGEMENT CLIENT RELATIONSHIP

Management of Client / Consultant Relations

 In a consulting management, there are two key relationships.

 The first is the relationship between the consultant and the process of problem
solving, while the other one is the relationship between the client and the consultant
 So these two key relationships must always be manage, a consultant must know how
to maintain relationship with its client and resolve possible conflicts that may arise.
 So based on our previous discussions, a consultant must possess specific attributes in
order to serve the client properly; consultant must be able to solve problems and
provide recommendations to its client.

Aside from the key relationships mentioned, there are also other relationships that has
been established during the engagement, this includes.

a. Administration and employees who have information and facts concerning the
problem situation. So of course, during the engagement, the consultant will be
interacting with a lot of employees and staffs; this includes the administration and
employees that have information regarding the problem that the consultant will
address. The consultant therefore will be able to establish a relationship with them
because there is a possibility that they will be able to help the consultant in
determining the problems and conflicts that need some attention.

b. Managers and employers who are likely to be affected by the implementation of

solution to the problem situation. These are the people who are affected by solutions
that have been implemented to resolve the problems and conflicts.

c. Managers and employees who are assigned to perform tasks under the consultant’s
guidance. So of course, the engagement that the consultant will perform requires
participation from the client; this includes the employees that will perform tasks under
the consultant’s guidance. Consultant must be able to manage its relationships with
these employees so that the tasks and works will be done effectively and correctly.

d. Managers and employees who are assigned to serve as a liaison on a daily basis
between the consultant and the higher level managers or other organizational units
with the support system. So in an engagement, the consultant also establishes a
relationship with the employees who facilitate the communication and the interaction
between the consultant and the higher level managers or other units. This will help in
attaining an effective and easier way of communicating.
How to develop and maintain Harmonious relationships

 In an engagement, it is important to manage and maintain good relationships with the

client and its employees. Consultant must know how to interact properly with the
employees.
 The engagement that the consultant will perform is something that will add value to
the organization which also helps to improve their certain operations and process,
this engagement will also affect numerous employees and staffs
 As a result, some employees may feel hostility and fear because changes might
happen in the organization; this is why it is important that all employees are well
informed regarding the engagement that will be conducted.
 In addition that, the consultant must also introduce himself to the employees, he must
be willing to answer all of the questions regarding the engagement
 In order to maintain good relationship with the employees, a consultant must be open
to the employees, he must inform the employees regarding the segregation of tasks
and duties that must be done for the engagement, he must also be willing to help and
guide those who are in needs.
 Aside from that, a consultant must also establish a friendly relationship with the
employees so that they will be comfortable in working with him.
 Lastly, in communicating the solution of the problem, the consultant must not just
directly tell the client the solution that must be implemented. Instead, he must inform
them about the process that must be taken in order to implement the solution as well
as the the different effects that might happen.

Managing client expectations

 In an engagement, client expectations must always be based on the work that the
consultant can perform. Too much expectations must be avoided so that
disappointments will be lessened as well.
 It is important that the consultant guides the clients on what they should expect in an
engagement.
 An effective communication plays a big role in setting clients expectations, consultant
must make sure that the clients was well informed regarding the work that he will
perform, he must also discuss the limitations of the engagement as well as the realistic
situations that might occur.
 Aside from that, the expectations of the clients may also be based on the competence
and credibility of the consultant.
 So in an engagement, it is very important that the expectations of the clients are
satisfied this is why it is also important that the expectations of the clients are realistic
and well managed.
Maintaining client interest

 It is possible that the demand for consulting management to managers will be

lessened or worst, it can even diminish, this is why it is important to maintain clients’
interest.
 If client interest is maintained, the clients will be motivated to continue the
engagement and work with the engagement.
 In order to keep the clients interested, consultant must remind them on how the
engagement adds value to their organization, how this will help their processes to
grow; he must also remind the client regarding the progress of the engagement. In
other words, consultant must be always establish a connection with the client and
keep them involve in the project.

Creating Opportunities for Client Build-up

 Consultant must find ways how to expand and create opportunities.

A number of consultants could trace most of their current business to the following sources:

1. Business contact gains throughout the business community.

Business community helps and enables the people or the consultant rather to create
more jobs. It also allows them to strengthen business connections, advance their
careers and get access to job opportunities.
2. Speeches in professional and business organizations
This will help the consultant to advance their careers, improve their critical thinking,
it will also help them to grow and discover career opportunities as well as expanding
their professional network.
3. Books written from experience.
This will also help them grow professionally, expand their knowledge and be open to
new opportunities.
4. Referrals from speeches, books and articles
It also allows them to strengthen business connections, advance their careers and get
access to job opportunities.
5. Word of mouth referrals
It also allows them to strengthen business connections, advance their careers and get
access to job opportunities.

Some suggestions on how businesses contacts can be established and made grow

1. Join at least 3 organizations that offer regular meetings and the opportunity to
interact with peers in the industry

Joining an organization is beneficial to a consultant’s career; this will help them in

making connection with those who are in the same fields. It can also help them to grow
professionally and discover new career opportunities.
2. Create a reference library that includes marketing resources and other publications
that will assist the consultant in marketing, implementation, and even travel.
Same as the first one, this will also enable the consultant to be open for new
career opportunities
3. Establish a circle of informal advisors and make it a point to contact them once a
month.

Establishing a circle of informal advisors is also beneficial to the consultant, this

will help them to grow more as an individual and as a professional, they could also
gain some valuable knowledge and insights regarding certain situations related to
their professions.

4. Establish a collaborations with other consultants

Collaboration with other consultants can help the consultant to gain more valuable
insight and learn new things about clients, projects, industry trends that they can apply
in their profession. Aside from that, collaboration eliminates competition and create
healthier working environment on both parties. It also enables them to treat each other
aa sources of opportunities because these people can also help the consultant to
discover opportunities and grow their career more.

5. Mail to clients items of interest

Communicating with the client and keeping them interested on the engagement is
also important to gain career opportunities, if the client understand and realize how
consultants add value to the organization, they might consider hiring you or
recommending you on other people.

6. Mail to prospective client items of interest.

Mailing prospective client might help you in gaining opportunities, you must be
able to encourage and well informed them regarding the importance of the consultancy
and how they add value to the organization. In that way, there is likelihood that they will
hire you.

7. Publish articles in relevant periodical

Publishing articles will enable the consultant to connect with other people and
discover new career opportunities. This will also allow them to share their skills and
capabilities that might be beneficial to the organizations, which may be its next
prospective client.
 8. Offer probono work for community, government and nonprofit organizations

Exposing yourself and your capabilities to other people will be beneficial to your
profession,. Working for the community and other nonprofit organizations will help the
consultant to gain visibility and meet potential clients; it may also allow him to be
exposed on new opportunities that will help him to grow professionally.

9. Accept speaking engagements at trade associations and conferences.

Public speaking create an opportunity to meet new people and discover ne

opportunities, this will help the consultant to meet leaders and different organizations that
may become his prospective client. It is important to go out of your comfort zone, expose
yourself to different associations, in that way you will grow more and create
opportunities.

10. Create a website

Creating a website and posting an articles is a form of marketing which will be

helpful in enabling the consultant to interact more with people, as result, he will be
exposed to other peoples, organizations and associations which may lead to career
opportunities.

11. Business listing in phonebook

Selling of Consulting services / Marketing professional services.

New business opportunities for most professional service organization are created
through activities in four major areas: (this must be performed in accordance to code
of ethics)

1. Present client relationships

Retention

So yung mga consulting firm’s po, or yung mga professional firms, they believe
that it is better to work with their present client rather than finding a new one because it
may lead to unexpected losses. So of course in order to keep their present clients it is very
important that the expectations and requirements of their present client are achieved.
Consultant must make sure that their clients are satisfied; they must always maintain a
rapport with them. Consultant must also give emphasis to retention, they must know how
to keep and take care of their clients. They must embody client retention so that it will be
easier for them to get new prospect client, consultant must not set aside customer
retention because, lack of client retention may lead to unexpected losses.
 Expansion of services

Another way to satisfy clients is the expansion of services, in here, the consultant will
provide further services which will add value to the organization rather than providing what
is just required by the client. Consultant must address the needs of the client in the best way
that they can.

Generation of referrals

One of the reason why satisfying a client is important is because it is one of the
easiest way to be referred by the client to another clients. Once the client see your full
potential as a professional, they might recommend you to other organization and hire you
again.

2. Non-client relationships – third party referral source of activities

Developing relationship with non-clients or those third party referrals is also one of
the ways to gain new career opportunities, through this, the consultant will be able to
build a connection with other people which might be their next prospect client. Exposure
to other people is a great way to get new clients.

3. Public relations or promotional activities

Public relations and promotional activities is an effective way to market the

consulting firms, this will enable the people, the public to be aware about the services that
they offer which may lead to greater career opportunities. And more clients.

Some of the examples of public relations or promotional activities are the

following:

- Institutional advertising
- Product and service – oriented advertising
- Newsletter
- Seminars and workshops
- Speeches
- Articles in professional or industry publications
- Press relations
- Trade shows
- Participation in community trade and professional organizations
- Symposia and panels.

Effective promotional activity

When a consulting firm establishes promotional activities they must make sure that it
is effective and is done in the right way. They must consider the possible conflicts and risks
that may arise in the certain activities. For example is when they conducted a seminar, the
attendances of the attendees must be recorded so that afterwards they can connect with them
and establish relationships.
Seminars

Seminar is one of the common and popular activities that firms establish to raise
awareness regarding the services that they offer; this is because it cater numerous including
different trade, associations and organizations. This will enable them to discover new clients
and career opportunities. Those seminars who ranges 2-3 hours are most likely to be
successful

Community involvement

Involvement in community activities also helps the firms to gain clients and career
opportunities, through this; they might also meet people, professionals from different
organizations and associations which could be their client or someone that could help them to
grow more professionally.

Abandoning Clients gracefully

One of the reasons why other consultants failed to grow is because they refuse to
abandon business. I believe that sometimes we must give up something in order to gain
something in return. If that certain clients or project isn’t doing any good to the consultant or
to the firm, i think it is better to just let it go so that you can cater new opportunities that will
help you grow more.

However of course, abandoning a client must be done properly, you cannot just dump
clients with no apparent reason or without explaining to them what went wrong. Consultant
must communicate with the client and inform why they cannot perform certain projects and
tasks. Consultant might also refer appropriate consultant to client as a replacement.
Consultant must also inform the client that he will not accept certain tasks and activities.
Consultant must also suggest internal alternatives to replace its expertise.

Conditions that satisfy abandonment

1. Beneath the growing fee structure

2. Unchallenging
3. Providing a reputation that does not fit the consultant’s growth strategy
4. Overly specialized
5. Unable to attract the kind of talent the consultant wants in the firm.
6. Unable to attract the kinds of references the consultants needs
7. In areas and industries that themselves are not growing
8. Unpleasant and or has a rude and offensive people
9. Unethical in its action and or borderline illegal
10. Harsh in its demand for travel, support, and other logistics.
4. Potential client activities

These refers to the activities that might help the consultant to gain potential
clients, this includes developing relationships and connections with people which
creates rapport and might help them to discover career opportunities