When working with professionals in any industry, being a good client can make a world of difference. Many times, projects fail, not due to the consultant's skill but the client's communication and behaviors. You are spending way too much money to have a project fail due to factors 100% in your control. Whether you're hiring a lawyer, accountant, designer, or any other type of professional, there are certain things you can do to ensure that your relationship is productive, efficient, and positive.
Don't look for a "unicorn"
Projects frequently fail when the job description or request for proposals is written. In my years of consulting, I have learned that the number one red flag for project failure is the client seeking a unicorn, guru, rockstar, someone who can work wonders, or a magician. Unicorns are imaginary. They do not exist. Perhaps you think that using a catchy phrase will prompt people to submit a proposal. But, if you legitimately need someone who does not exist, you need to consider why the project is so challenging. Are you trying to increase brand awareness significantly on a shoestring budget? Is your product or service simply not a good one? Do you want someone with an enormous variety of skills instead of looking for a team?
Similarly, I see a red flag when clients complain about other freelancers they've used. It is widespread to hear the trash talking during project interviews. "We hired someone to do SEO, and rankings didn't improve. Then we hired an ad agency and weren't happy with the results. Then we tried a digital expert, and sales still didn't improve." I understand; many consultants and agencies do not do a good job. But, if you have the same problem with multiple agencies, you might need to look inward. Take a good look at your project and assess why you need something or someone unrealistic. In my book, "When to Hire or Not Hire a Consultant: Getting Your Money's Worth from Consulting Relationships," I provide a flowchart explaining when a consultant can and cannot be helpful.
Communicate clearly and effectively
Good communication is essential in any working relationship, and it's vital when working with professionals who need to understand your needs, goals, and expectations. To be a good client, it's essential to communicate clearly and effectively, providing all the necessary information in a timely and organized manner. This includes outlining your goals, expectations, and timelines upfront, giving feedback, and asking questions as needed throughout the process. Consultants can't read your mind or work with data and information they do not have. I begin projects with a thorough onboarding form, but there's no way I can ask every relevant question at the start of the project. The more you provide, the better the project outcome will be. It's OK to hire a consultant to set up a marketing tech infrastructure and admit you don't have data. But, still, be clear about what you expect.
Not only should you reply in a timely fashion. Also, have a single point of contact for the consultant. One of my big projects with a large client was difficult because I never had a single point of contact. The VP hired me, and I spoke to her maybe three more times. The project was given to an employee who had just been moved to a different division and did not have time to manage the project. Then, when I interacted with the Senior VP, he had no idea what I was hired to do and frequently gave me different jobs outside the original scope. One source of contact could have remedied the situation.
Respect their time and expertise
Professionals are busy people, and their time is valuable. Respecting the consultant's time and expertise is essential by being punctual, prepared, and responsive. This means meeting on time, providing all the necessary information and materials in advance, and responding promptly to emails and messages. It also means trusting their expertise and allowing them to do their job without micromanaging or second-guessing their decisions. Finally, it means understanding that people take time off, and most people don't work outside business hours. Both parties should establish boundaries for meetings, check-ins, and communication.
Be open to feedback and collaboration & recognize your weaknesses
Working with professionals is a collaborative process, and being open to feedback and willing to work together to achieve your goals is essential. This means being receptive to their ideas and suggestions, even if they differ from your initial vision. Consultants will always see things from an outsider's perspective, without the same preset biases that your employees have. Sometimes it hurts to hear that the way you've been doing something is ineffective, but remember why you hired the consultant in the beginning. It also means providing constructive feedback respectfully and constructively and being willing to make adjustments as needed to achieve the best possible outcome.
Pay on time and fairly
Like any other business, professionals rely on timely and fair payment to keep their business running. To be a good client, paying on time and fairly is important, honoring the agreed-upon payment terms and promptly providing any necessary documentation or paperwork. If you can't pay on time, it's essential to communicate openly and honestly about the situation and work together to find a mutually acceptable solution. And do not expect work to begin or someone to place a hold on their calendar until the contract is signed and the first payment is made.
Also, don't expect expert-level help for entry-level pay ranges. The "you get what you pay for" rule is generally valid in the world of consulting. The big consulting firms are known to charge much higher rates than proportionate skill levels. Besides those examples, someone's rate typically indicates the quality you will receive.
Show appreciation and gratitude
Finally, showing appreciation and gratitude for the professionals you work with is important, acknowledging their hard work, expertise, and contributions to your success. This can take many forms, from sending a thank-you note or email to providing a positive review or referral to simply expressing your gratitude and appreciation in person. Online reviews are very helpful and always appreciated!
In conclusion, being a good client is essential to building strong, collaborative relationships with the professionals you work with. Don't expect success if you don't set the project up for success!
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