Why consultants need to say NO

Often a client is hiring a consultant to validate a decision they have already made. While in many cases the client is correct in their assessment of what might be broken in their organisation, they are probably not as well versed on the best way to reach a solution as the consultant likely is.

Consultants get hired because they have been exposed to multiple scenarios that occur in the same industry or vertical. They have met business challenges with different approaches and learned along the way what works, doesn’t work, and where the risks are. That knowledge is why businesses engage with consultants.

As consultants, we need to balance customer service and our desire to have repeat business with doing the right thing for our client. Sometimes that requires us to say NO.

Why no isn’t a bad word

As a client hearing no with the right logic and a contrary approach isn’t a bad thing as long as good judgment and reasoning are there. If an alternate solution is safer, faster, better for long-term growth, employee satisfaction, or fill in the blank, they will hear you and respond accordingly.

Actually client X, I see the correct approach as blah, blah, because of logic blah and blah. At alternate client Y we had success using this approach, because blah, and learned the following blah.

However, this means that we as consultants need to think before we speak. You cannot just blurt out the fact that the client’s approach is wrong; you must craft your response with evidence and examples. Once you have shared your reply, they should be at least considering your irrefutable proof. If they still refuse to follow your route, you have offered them a solid reason for how they should approach their challenges and that is where you are valuable.

When the client ignores your advice

Accept it. Move on, and think carefully if you want them as a client in the future. Logos on your client reel aren’t worth badly implemented programs so make sure that if you are going to do it their way, you can make the execution a success.

No fee or client logo is worth a black mark on your reputation.

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