Gratifying Result

Whenever you do what you’re trained to do, it’s nice to know that it was helpful and made a difference. For instance, it is always our hope that Partner-Pipeline training and coaching makes a difference in the lives of our clients. So you can imagine how we elated we were when a manager told us that he and some others who participated in one of our courses on Positive Client Relations was the best they have attended. Very gratifying.

Awkward Situations

The course is based on the reality that managers periodically experience awkward, uncomfortable situations with clients that they feel ill-equipped to handle. Situations include when clients delay sending their information for an upcoming engagement, when clients expect them to perform additional work outside the scope of the engagement, or when they question their fees, among others. Not knowing what to say makes these exchanges so troublesome. That is what the course was about and what the managers found so helpful.

When one of these situations arises, a manager’s natural tendency (and too many partners!) is to forego what is best in order to please the client. The primacy of maintaining client harmony inclines them to settle for actions that are less favorable to them, their staff and the firm.

For example, one of the common issues cited was around scope creep. Over the years, some clients submit their information that is incomplete or inaccurate. Rather than create a potentially confrontational moment by notifying the client about the shortcomings, managers, in the name of client service, will go the extra mile to fix the mess so the project can continue—and avoid any conflict. Clients soon assume that cleaning up their messes is part of the engagement, when it is actually another engagement altogether.

Adverse Impact

When managers choose to yield to the clients’ misbehavior, it creates other problems. For instance, when information from clients is delayed, it causes workload compression because the deadlines don’t move. So everyone’s schedules are affected, requiring extended hours. Time and dollar budgets are blown and no one is happy. The inconveniences are significant. Multiply this situation over numerous clients and it’s no wonder that busy seasons are so brutal.

Please note that there are times and situations where flexing to help clients is the right thing to do and is a true demonstration of a distinctive client experience. But don’t acquiesce just to avoid uncomfortable conversations. Instead, expand your repertoire of skills to have meaningful discussions that protect your boundaries and retain positive client relations.