The Business Consultant’s Dilemma – Integrity or Pay Check

There are those consultants with the philosophy that as long as the cheques cashed it’s all good.  Where and how do you draw the line in the sand with clients?

Over the last 10+ years I have provided Business Consulting to over 60 businesses and senior leaders. Prior to this I held senior management positions in Finance, Operations and Marketing throughout North America. So I have been on both sides, as a client and as the one providing the consulting services.

Let’s begin with understanding The Consultant’s Dilemma.

  • As a consultant do you attempt to put things in the best possible light telling the client what they want to hear or do you tell then what they need to hear?
  • As a consultant do you gloss over sensitive business issues to avoid making the customer upset or do you risk being fired because your efforts are viewed as disruptive / uncomfortable to the organization?
  • As a consultant do you go along with a poor / or an incomplete plan because that’s what the client wants despite you knowing you’re facilitating failure, or do you openly challenge the clients assumptions and reasoning?
  • As a consultant do you continue showing up despite knowing that your client is failing or unwilling to take agreed upon actions necessary to achieve the desired outcomes, or do you terminate the assignment and part ways?
  • As a consultant do you perform the responsibilities of others to achieve success or do you identify organization deficiencies for resolution?

These real life situations are not uncommon and represent a significant challenge. The Business Consultants knowing when to invest more time and effort to facilitate a transformation versus knowing when walking away. Its essential consultants accept that change is not made it’s accepted and acted on.

50 Reasons Why You Lose Customer

Customer retention matters more than chasing new ones. If your business leaks customers adding them won’t help in the long run. Finding out the reasons why they are leaving you and mitigating it is smart business.

I jotted down 50 ways you can lose them. Recognize any? Sure you could add 50 more.

Here’s my list enjoy!

1)     They got me and they have stopped looking at others.

2)     My deal is the best available.

3)     I know exactly what they want.

4)     Understanding stops at my door not at my customers.

5)     Of course they see me as critical.

6)     I don’t want to bother them so I leave them alone.

7)     I let them know I care –I send them some chocolates at Christmas.

8)     I guess my products and services are useful to them –they buy them right.

9)     Complaining customers just want too much and  I wish they would just go away.

10)  Another complaint just like the others oh well.

11)  So it was late – it got there.

12)  Jack the price they’ll pay.

13)  Customer visits are expensive and unnecessary.

14)  Lose 3 gain 3 all’s good.

15)  Competitors are a fact of life just ignore them and most go away.

16)  My revolving door sales force is just another inconvenience to me.

17)  My hard working employee Jack represents my company but the client is loyal to me right.

18)  I don’t need non-competes it makes employee think I don’t trust them.

19)  Let hire this guy he’s worked for 3 of our competitors over the last 3 years

20)  Put them on hold they won’t mind.

21)  Hey Jack at our large customer X apparently went somewhere else who knows.

22)  Jacks replacement –whoever he is will keep buying right.

23)  Anybody follow up with that pissed off customer yet.

24)  Price is only important if you’re not the best.

25)  Good service always results in price not being important.

26)  Technology is expensive and doesn’t help me.

27)  Customers usually won’t change if I don’t screw up.

28)  Tradition is important I’m in so I’m good.

29)  Value is in the eye of the beholder and my customer is color blind.

30)  Never trip a race horse -leave well enough alone.

31)  Disruptive what!

32)  Sears has been around for 50 + years.

33)  You dad used us so should you.

34)  Cadillac is a ultimate sign of success.

35)  What do the kids know anyways?

36)  Mom’s home baking why appeal to her

37)  Everyone wants us no point paying attention to our customer demographics

38)  Sales are down its seasonal I guess.

39)  Let’s jack up the price and offer a sales promotion.

40)  Value is in the eye of the beholder but I know what my customers want

41)  Let’s try this -maybe our customers might like it.

42)  Market research is for those who don’t know -we do.

43)  Sales are down let’s save some money cut marketing spending back.

44)  Some many large players – where they getting the business

45)  Amazon really?

46)  Online shopping why?

47)  “Why” Simon Sinek  -think they care?

48)  We don’t allow our employees to waste time looking at stuff online.

49)  Better to react than anticipate.

50)  Once you are on top the games over -you win.