If you are going to be working with a client for the first time, there are all sorts of issues that need to be addressed. Since we typically serve as CXO (Chief Executive Officers, Chief Operating Officers, Chief Financial Officers, Chief Research Officers), we understand these concerns. Which includes the near abject terror a client may experience putting his baby in our hands. (Even if you are not serving as CXO, they are entrusting you to achieve some success on a part – or all- of the project that they themselves can’t effect [which is why they hired you.]) It is our job- and yours- to help allay such fears.
The fact that you (or we) are retained means that we have already demonstrated our experience and expertise. After all, if we were not qualified, who would venture to hire us for this task? That still does not mean that we don’t have to prove our worth each and every day. Part of the way we communicate (as described in the next two paragraphs) helps serve this purpose. But, the key method we demonstrate our experience and expertise is how we routinely interact with the various power positions within the company- and with those who lack power entirely.
One of those big doubts the client has is the fact that we are not only working for them. How can they be sure that whatever you learn on this project about their company stays with you? The answer, really and truthfully, is that they can’t. You can only assure them that you have the integrity to insure that “what happens in Vegas, stays in Vegas”. If you’ve been doing this for a while, you can use your previous history with other clients, demonstrating you have not divulged the corporate jewels before.
The client may also worry that you “won’t be there when they want you”. We address this (no, we can’t solve it) by assigning them permanent times for their liaisons. It can be via telephone calls, dedicated work hours on their project, or even being present at their facility. These times have to be set in stone. We also (you should, too) provide current updates on activities. They can be daily eMails and updates, they can be weekly meetings- with whatever modality your client (not you) feels comfortable.
We also spend hours (often days) insuring we understand the “culture” of the organization. Sometimes, we are retained to change the mores and habits of the firm, but, even then, we have to get the folks from point A to point B. We also remind our clients that, to some degree, our “outsider” status gives us a different point of view, one that affords us the ability to ask why some method was chosen- and maybe it’s time it was retired or updated.
The last issue that almost always comes up is the problem of money. Most folks always hear about government contracts that balloon out of control. They’ve heard about some private firm efforts that have done so, as well. We discuss our experience and expertise- all of which will be put to their needs and uses- which are typically way beyond that which obtains within the company. We don’t need to be trained to do various things- we certainly can (and do) train others to do their jobs better.
We also sometimes quote fixed fee contracts- with a portion of the change in the bottom line to accrue to us, as well. Our clients then know what their costs are – in advance- and that we only can get more money from them if we make more money for them, too! While this entails more risk (on our part), it also affords a greater reward than that could be obtained by charging hourly based fees.
The key considerations are to be professional, demonstrate your experience and expertise, and help your client achieve its goals.
We had a whole paper on how the first non clinical meeting with the client should be actually like. I know the situation might be different, but some things over lap. An overlap of goals, client’s initial hesitation, building the trust of confidentiality and the fact that both ends are moving towards the same end.
Hajra recently posted..20 things before I say Goodbye
Absolutely correct, Hajra. Thanks for adding that to our conversation.
Roy
So good, 3 more important As. Many people forget that when you meet for the first time, you need to find alignment. It is one of the reasons I usually do a free mentoring or consulting session with a client before a paid one. I want to see if I can work with the client and they need to determine that too. It kind of like going on a blind date.
Roberta Budvietas, recently posted..Stop when you no longer can….
Like the blind date analogy, Roberta. Thanks for that addition.
Add bulleted points to this post and you have the perfect checklist for anyone who wants to work with corporate clients. The two points I especially like are to provide clients with regular updates and to remind clients that they don’t need to train you. The latter point is especially important for companies that need help immediately and don’t have time to train someone new.
Lisa Kanarek recently posted..How to Get More Referrals
Sounds like a good idea, Lisa. Thanks for that suggestion. Glad you liked the post!!!
When working with a client for the first time, I make it a point to share my capabilities and limitations as well; this strategy has always worked to my advantage. Thanks for the informative share!
That is probably the very best strategy, Joy…
Thanks for visiting and commenting.
Roy
It is paramount to create an excellent impression during your initial meeting with a new client, I think it would also help if we are able to establish a strong connection with the person we are dealing with by trying to break the ice with common interests and such. Thanks for the enlightening share, I’m sure that many of your readers will highly benefit from this post.
Great points to add, Kristine!
Thanks for the visit and the comment.
Hello Roy, thanks for the engrossing read. We all have “first meeting” mantras that we enforce to the best of our abilities, I make it a point to try to establish a connection with the client I’m meeting for the very first time by understanding their needs and managing their expectations and by giving them a brief overview of the solutions I would like to propose to address these concerns. At then end of the day, it’s not entirely about you, it’s about them too!
Emilia:
I am so glad you liked this post. While we think it’s about us- it’s only about the (potential) client. We will benefit (immensely) when they do!
Roy
It’s nice to read you post in here sir Roy, that talks about a New gig I encounter that before, and I miss it because that time I was really scared for my new client..
Fatima Hipolito recently posted..הרב לייטמן
Yes, Fatima, getting a new client and making sure we provide the service it desires are stressful experiences. But, when we navigate those shoals correctly, everyone gains!
Thanks for the visit.