BEST PRACTICES

Following Three Simple Rules Will Make You a Great Client

And earn you loyalty from those who serve you

I’ve had two new clients in the last few months. One was easy to work with and yielded results that felt easy and satisfying. The other was an uphill climb all the way.

This had me thinking about the differences between the two engagements and led me to identify what makes (for me) a great client. I do understand that I should feel grateful, through and through, when people want my services, but setting us both up for success is important as well.

I identified three simple rules, though I know there could easily be more.

The Three Rules of Being a Great Client

Rule # 1: Clarity and Consistency of Communication

We’re all moving fast these days, and we bow to efficiency. Sometimes it costs us, and we would be smarter to slow it down and make sure that we’re on the same page and that the workflow and deliverables make sense.

In my tough engagement, we didn’t do enough of that. Two weeks went by as I worked away, and the client’s thinking had changed. I blame myself for not insisting on more routine communication. I tried, but they were busy.

The engagement that did go well? My client said,

“Let me give you my cellphone, and then text me when you need me. That way, you’ll be sure to reach me.”

Easy-peasy. We had good, steady communication, and the deliverables made everyone happy and were on time.

Note: I had never worked with either client before, so it’s not as if I had a pre-existing, well-grooved relationship that made one engagement more likely to succeed. From now on, I will ask my clients whether texting is a good way to break through a tight schedule for a quick question.

Rule #2: Add Value Because You Are a Difference Maker

Clients often retain consultants to solve the problems or provide the objectivity that is difficult for them to do internally. Other times there is a specific skill that the client lacks that you can provide.

In all cases, though, the client can add immense value, and a good assignment has the people involved understanding that from the start. It’s not the situation of passing the baton and washing one’s hands. It’s the situation of co-owing the solution.

Clients bring historical perspective, knowledge of the business and the people, and their own specialized skills that often complement the consultant.

A great client knows this like it's their religion. She intuits ways that she can be a difference-maker because she knows it will help determine the success of a project.

I recently had a client tell me that the opening to a piece I wrote for them needed some pop. I agreed. She told me a story about the people involved who I was profiling, and it became the basis for a much better beginning. She had the eye, the vision, and the historical perspective that added the pop needed.

I was grateful, and I told her so.

Rule #3: How You Treat Consultants Means Everything

Here’s what we don’t like:

“I hired you and am paying the big bucks, so you solve the problem.”

That might have been true in a different era, though I would probably contest that, too. It’s plausible. But today, especially as people feel beleaguered and stressed, how you relate to them means everything.

Tell me that you’re in it with me.

Tell me that the job is hard and you picked me because you think I stand as good a chance as anyone in solving it.

Tell me that you will back me up.

Make me feel that you appreciate me and are lucky to have me, even though I know I am lucky to have you.

Practicing these three rules will have us running through fire, working horrible hours, and mostly believing that whatever stress we feel is worth it.

Why?

Because you’ve made me feel worth it, and you’ve set us up for success.

It’s that simple.

Jill Ebstein is a journalist, author, MBA, dog, and family enthusiast whose favorite role is grandma. She writes in a wide lane of humor, fiction, business, and culture. Her most recent book, “Alfred’s Journey to Be Liked,” is a fictional coming-of-age story. Jill’s website is (surprisingly) jillebstein.com, and you can also find her on Substack.