
There are many things we bring to the table as a Migration consultant. Our primary goal is to help the client succeed in their migration efforts. In the end we want to see the task completed successfully, on-time and within budget. We achieve this more often than not. However at the end of a project, the feeling you get whether or not you did a good job tells it all. Did you do everything you could in your powers to achieve that goal? Could any of the delays been avoided if you had taken timely action, etc.
In working with clients for many years, I have found no matter what specific consultancy you provide and how good your at it, it won’t help (to get that feeling of satisfaction) if you don’t follow some basic professionalism tenets. One key trait that must be part of the character of a consultant is Responsiveness in Communication.
Client needs:
I am not talking about good communication skills. That is essential. I am talking about what is your SLA when it comes to you communicating with the client. When a client sends out an email about an issue, how soon can you respond? If you cannot respond within an hour, many clients view a slack (what is he doing? This is so important to me, etc, etc.). Especially if you are 100% on the project, you need to be in touch with the client even sooner, at least acknowledge the email and say you are working on it. Nothing can be more reassuring for the client. Imagine a Marketing lead user who has to deal with 100-200 users and they are migrating and have a host of issues they are coming across. As the issues pile up, it reassures them tremendously knowing the MC knows about the issue.
Secondly, it helps them more if you state when you can get back on the issue with an update when you first acknowledge the receipt of the issue. Leaving that open might work with some clients, but as a professional, it is again our opportunity to help re-assure the client that we are indeed taking care of their issues.
Thirdly, don’t forget to get back to the client on the issue within the promised time. Stick to the timeline you mentioned and provide an update, whether it is resolved or not. Many times, you won’t be able to troubleshoot the issue yourself and will need to rely on others (team members, Product, Support, etc). It is important to let the client know that you are engaging help as necessary. That message adds to their confidence level in your and Aprimo level of resolving an issue. They do understand that you don’t know the solution to every problem. What matters is if you can get others to assist you in that resolution in a timely manner.
Slack in any of the above three, on a repeated basis, undermines your ability to make you a trusted advisor.
Internal team needs:
Responsiveness to communicate need not be limited to those with client. It matters even within the team. Do you respond on a timely manner to your peer’s or Manager’s requests. Have you responded to an email within 2 hours at least 95% of the time? If not, you might be taking on too much yourself and that hurts your ability in supporting the groups.
Things like filling out time sheets on time, submitting time sheets at the end of the 15 days, putting in your status reports every week, etc. are in a way being responsive with your communication. Remember that someone else is waiting on you to get his/her job done. Most likely they are working over the weekend to finish up reports for others to use. How much do you hate to wait on others when you know you can get the job done in a few minutes? It is not a good use of time to wait for anything that we shouldn’t.
In the end, being responsive determines how much you care about the needs about your client and your fellow team members. It sort of defines you in the eyes of others.