This article is a reprint of Wise Bread's contribution to OPEN Forum from American Express -- where small business owners can get advice from experts and share tips with each other.
Whether or not you use the title of Consultant, chances are good that you are one.
Here's the definition of a consultant: "A person who gives expert or professional advice." No matter what your business is, I'll bet that you give expert advice every day!
Every time you make a recommendation to a customer, you are acting in the capacity of a consultant. The important thing to keep in mind is not what you're doing, but what the other person is experiencing. For them to ask for, pay for, and then act on your advice, they need one very simple thing:
They need to trust you.
The fastest way to build trust, especially with a new or potential client, is to provide clear evidence of your professional values. Once you articulate and demonstrate those values, clients "magically" start asking for and follow your advice. As soon as they value your contribution, not only do they refer others, but they remain "clients for life." Remember that your best customer is the one you still have!
Values-Based Consulting is built on a solid foundation of professional ethics, responsiveness, empathy and commitment. However, without one all-important value, the others won't matter: integrity. Here's how to demonstrate integrity even before your new client commits.
1. Prove that you are a bona fide expert within your industry.
2. Remain consistent and authentic to your area of expertise.
3. Capitalize on social-proofing.
How to demonstrate integrity after the sale
1. Communication is key. Ensure client satisfaction at regular intervals during your engagement, not just at the end when it may be too late to change course. Ask your client upfront how often and in what format they would like updates and/or reports.
2. Be responsive!
3. Deliver on time and on budget. If the project gets larger or more expensive, get clearance from the client in advance, not after the work is done.
4. Be very cautious about suggesting solutions, which while legal, may be seen as less than desirable from an ethical standpoint. Your client may take your advice, but at some level you can lose their trust, and possibly their business.
The important thing to remember about Values-Based Consulting is to articulate your values and show your clients and prospects that you're serious about living by them. You'll be glad you did.
"Your customers will get better when you do." - Anonymous
What other ways do you demonstrate your integrity to your clients?
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