The life of a consultant might just be closer to a relationship counselor than we let on. Both require active listening and giving people space to share their situation before we offer guidance. How many times have you had to bite your tongue when you just KNEW you had the solution only to hear more details that completely changed the situation? In any relationship, we can make assumptions and jump to conclusions. When it comes to consulting, those assumptions and conclusions can block us from fully understanding the issues the client is describing.
Just like any type of counseling, it’s a balance though, since you’ve probably been brought into the situation due to your expertise in those issues you are discussing. Hold back too much and your client might doubt your worth, or worse might head down the wrong path that will make those issues harder to fix. How can you avoid those outcomes? Shut up and listen.
By bringing curiosity instead of judgment, you’ll receive the biggest gift a client can give - their firsthand experience of the situation in their environment. It doesn’t really matter if you would have set up a DAM system differently for them back in the day - learn about today’s reality. Leave the judgment behind and try to listen to the use cases, user journeys, and asset requirements that will set them up for success from this point forward.
Listen to the limitations - workforce, budget, timelines, scope - instead of wishing them away.
Listen to the frustrations with how their previous efforts have gone and ask about how you can help the client prioritize and plan for a better effort this time.
Listen to not just technology questions - you have experience working in systems, sure, but we all have experience working with people and processes that will need support to change along with the technology solutions - but the full company culture as much as you can before jumping in with answers.
Listen to their priorities and offer to continue the conversation once the initial fires are put out - you may gain a long-term client relationship.
When you listen to clients instead of immediately trying to solve their problems, don’t think it’s time to zone out and let them vent. Use this gift they are giving you to actively listen and put together any questions you have from what they shared. Once they are finished, recap what you heard to make sure you have a grasp of the situation, then ask those follow-ups to fill out your understanding. Learn how to solve the issues they have; not those you think they do.
A consulting relationship might be brief or ongoing. Your fresh eyes and outside perspective, along with subject matter expertise, are valuable. So bring those, along with open ears. Together you can design a DAM solution the client couldn’t have done without you, nor you without them.