Make Yourself Indispensable

Make Yourself Indispensable
Make Yourself Indispensable

Unless you’re an undertaker, repeat business should always be your goal.  Whether you are an independent consultant or serving on a large project from a large firm, your main goal is to get billable and remain that way.

Developing a relationship

Consulting traditionally has a long sales cycle.  A major factor in selling services is the relationship you build with the prospective client.  That takes time to develop.  The larger the project, the longer it takes an organization to narrow down the choices, get the appropriate decision makers involved and acquire financial sign-off.

So once you develop the relationship, convince the key people that you are the right person (or firm) for the job, and get their decision in writing, your challenge has just begun.

Ask anyone who has lost weight.  They will tell you that the only thing harder than losing the weight is maintaining it.  The same applies to client acquisition.  The only thing harder than winning a new client, is keeping them for the long-term.

Make yourself indispensable

Once at a client, the key to keeping them is to become indispensable to them.  Make them cringe at the thought of losing you.  I’ve seen consultants who were like part of the family at their client.  They were invited to the client’s picnics and holiday parties.  They were treated as trusted advisors.

These consultants provided value to the client by providing outstanding service and putting the client first.

Not every consultant will get invited to the company’s holiday party.  But you can take steps to become indispensable:

Come in early and stay late.  Nothing shows your commitment to the client more than the willingness to work long hours for them.  If you are on an hourly billing rate, it’s necessary to get their approval for the additional billing.  It is also critical that the hours that you’re working at the client, you’re working for the client.  Few things hurt your credibility with the client more than when they find you working on another client’s work, or perusing Facebook on their dime.

Convince the client that they matter by putting their concerns first.  Every once in a while, a conflict of interest comes about.  Let’s say the client has asked you for a proposal to develop and implement a custom software system that stands to make you a lot of money in billable hours.  If you know that there is a package on the market that would serve their needs, and that they could purchase and implement for a fraction of the cost, what do you do?

If you put the client’s interests first, you may lose out on a big project that could save the firm and catapult your career.  But what if you’re half-way through the project and they learn of the package and ask why you didn’t offer it as a suggestion.  That may be the last project you do for them.  If you put their interests first, they understand that you put their interests ahead of your own.  They’ll hire you for more projects in the future and may provide referrals to help you get additional clients.

Show the client that you are focused on their success.  Many consultants, in an interest to maintain a positive relationship with their client, assume the “no ruffled feathers” mode.  Consider the scenario where the client is considering the purchase of extensive hardware to store their data on their premises.  You’re aware of less expensive alternatives that they could take. As one who has nothing to gain or lose in the hardware sale, you could allow them to make the purchase without ruffling their feathers by criticizing their judgment.  If you’re focused on their success, however, you need to speak up and let them know – diplomatically – that there are other options they could pursue that have potential to save them money.  They may not always agree and you have to be able to accept that.  But the client will know that you are focused on their success and will continue to listen to your suggestions.

See my related post: 5  Job Search Strategies to Differentiate Yourself in the Job Market

Consulting rates are expensive.  When economic situations get tight, clients have a tendency to start cutting consultants.  If the client sees the consultant as indispensable, they will see that the value you provide to them is greater than the cost of your billing rate.

If you would like to learn more about working in consulting, get Lew’s book Consulting 101: 101 Tips for Success in Consulting at Amazon.com

As always, I welcome your comments and criticisms. 

Related Posts
Consulting Skill: Know the Client’s Business
Over the years, I’ve seen various levels of client satisfaction with their consultants.  Some consultants make themselves so indispensable that the client tries to hire them as a full-time employee.  ...
READ MORE
Is Consulting Worth It?
My daughter is a junior in high school and in the process of investigating colleges.  In a parallel effort, I’m in the process of investigating how to maximize her ability ...
READ MORE
Protecting Client Confidentiality
Doctors are required to protect confidential patient medical information by law with the Health Information Portability and Accountability Act (HIPAA).  Lawyers are held to an attorney-client privilege holding them to ...
READ MORE
Consulting: Stepping Stone or Career
In days gone by, the terms job and career were synonymous.  Whether you were fresh out of high school, college or the military, you got a job and worked there ...
READ MORE
Consulting Skill: Focus on the Client
The 1998 baseball season was the most exciting season that I can remember.  Sammy Sosa and Mark McGuire went head-to-head in a home run race that ended with them both ...
READ MORE
7 Things to Do When a Project Ends
There comes a time in every consulting project when the project ends for a consultant, normally known as “rolling off”. Consultants are, by nature, temporary workers.  The end of the gig ...
READ MORE
The Arsonist and the Fireman
The City’s Hero The city was experiencing a rash of fires.  Arson was usually suspected but the source of the flame could never be proven. Fortunately, the city had a crack firefighting ...
READ MORE
Why Consulting Firms Fail
Imagine that you have a leak in your bathroom faucet that keeps your significant other awake at night.  As a result, your SO’s insomnia has spread to become your problem ...
READ MORE
Are You Keeping a Client Focus?
In an episode of ‘House of Lies’, the Showtime series loosely based on management consulting, there was a situation where the team was tasked with reviewing a pharmaceutical client’s internal ...
READ MORE
4 Ways to Market Yourself within the Consulting Firm
Imagine that you have developed a soft drink that tastes better than Coke.  It has fewer calories, comes in a biodegradable can and contains nutrients that will make its users ...
READ MORE
Consulting Skill: Know the Client’s Business
Is Consulting Worth It?
Protecting Client Confidentiality
Consulting: Stepping Stone or Career
Consulting Skill: Focus on the Client
7 Things to Do When a Project Ends
The Arsonist and the Fireman
Why Consulting Firms Fail
Are You Keeping a Client Focus?
4 Ways to Market Yourself within the Consulting