Internet searches reveal plenty of ‘Emily Post-like’ lists of how to make a good first impression, but how do they apply to consulting? Perficient solution architect Keri MacIntyre shares her thoughts.
Consultants are held to higher standards and must be ready to meet new or prospective clients at a moment’s notice. Making a favorable first impression is an area we work on extensively with our new consultants. Here are some of the habits that we help new team members develop for working onsite and offsite with our clients.
Onsite with the Client
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Actively Listen – Listen and engage in conversation by asking questions pertinent to the client’s organization and /or the project is critical. Consultants often make the mistake of being so eager to solve the issue, that they don’t fully understand the business problem. Successfully re-stating the business problem back to the client can quickly illustrate understanding and increase client confidence that a resolution can be found. Actively listening shows respect for previous efforts and begins building client trust.
Arrive Prepared Prepping in advance for the meeting is key to setting the stage for a successful first impression. Gather as much background as possible on the client organization and project deliverables. Popular sources of information include statements of work (SOW), colleagues with experience at the client, and public company information. s business domain will help strengthen the initial first impression.- Be Truthful & Consistent – to say you will get back to them with your response. When possible, stay consistent with answers. However, if there is a driver for the change in response, be truthful with the change and provide reasons why the answer has differed. Taking the additional time for due diligence will increase client confidence and minimize the potential of damaging trust.
- Seek Introductions – Introductions to key project stakeholders can be easily overlooked. Request introductions or actively seek out individuals to meet. Taking this initiative can set you apart from others and re-enforce a positive first impression.
- Give 100% of Your Attention to the Person in Front of You! – Set yourphones to silent and do not constantly check for texts or emails. Placing focus on the introduction leaves the client understanding that they are a top priority!
- Dress Appropriately – Find out the dress code in and advance and aim for a step ahead for the first introductions, then match dress code going forward.
- Arrive Early – Arriving late can leave people flustered and appearing ill-prepared. And it makes a poor first impression.
- Smile! – Smiling and using people’s names when speaking to them is important. These small acts whether in a planned introduction or while passing in the hallway or elevator can positively differentiate you and enhance a first impression.
Virtual Introductions
More and more client engagements leverage geographically dispersed team locations and/or remote work sites. It has become more important to make positive first impression meeting people by phone or email.
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Send an Introductory Email – This is especially important when asking for help or participation in conference calls. Sending an introductory email to individuals (no group emails) with your name and role, in advance, will help set context and begin building trust rather than simply sending a meeting invitation.
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Announce Yourself on Conference Calls – Joining conference calls for the first time at the client site can be daunting. It is tempting to join a call and not announce yourself, however this gives the impression that you are gathering data to report back to managers. Announcing your name and role on the project will allow callers to know you on the line and create an openness for engaging you in the conversation.
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Utilize LinkedIn – Finding a picture can help you visualize team members on the other end of the conference call. As well, learning more about the education and work backgrounds of your colleagues can help in getting to know team members better.
Final Note: It is important to understand your specific situation and tailor introductory meetings to your audience to have the biggest impact. Keeping these suggestions in mind will help ensure a lasting, positive impression!
Any tips you think we should add to the list? Feel free to add yours in the comment section below.
Special thanks to friends and colleagues who helped contribute to this post Alyse Record – Senior Business Consultant (Denver), Brittany Wolf – Senior Business Consultant (Salesforce), Amie Delaney – Senior Technical Consultant (New Orleans), Cliff Stockdill – Director (Denver), Austin Kaess – Senior Business Consultant (Denver), Scott Lyon – Senior Project Manager (Denver), Jeff Battin – Director (Denver) and Jeff Lutz – Director (Denver).
