Welcome Professionals…
…”Client first” is the most basic rule for top management consultants. It is so basic that it feels too banal to mention it in this best practice journal.
Sometimes even the most basic rules get overlooked. Let me share one example.
This week a client send me a note asking for intermediate results. We had agreed a presentation of results one week later, but he needed what I had just now. I was reluctant to do so, because it meant I had to share something that was not in the right format, that was not complete, that was not explained in the proper way. Finally, we had made an agreement with a detailed timeline and I don’t like being pushed for something that is not due yet.
I felt a strong urge to explain to the client why sharing intermediate results at this point in time was not the right thing to do. According to my opinion, the idea of sharing the stuff with the whole board of directors was even worse. But it does not matter. The rule says: “Client first!”
The client orders, the client decides. Of course he was aware that he broke the timeplan. So I did not even mention my worries. I only said: “If it is important for you to receive the intermediate version right now, I will flexibly change our plan. Here they are – tell me if you would like to have a discussion on it.”
To me this is the only way to deal with it. Client first – everything else second!
Malte