The Real Key to Consulting Success

I LOVE PEOPLE. I love being around people. I love the energy I feel when people are buzzing around me. I love observing and watching people, and, I absolutely love all kinds of human interaction. What does it all have to do with strategy, organizational effectiveness, change management, or consulting in general? Everything! My love for people has been my secret weapon, my secret strategy, so-to-speak, my whole life. It’s shaped my career and presented incredible rewarding opportunities to me in the least likely places – all because I love people and approach my work from a very human-centric perspective.

We all know that in the consulting world, it’s easy to get caught up in the allure of approaches, frameworks, and methodologies. However, what often gets overlooked is the simple truth that success in consulting isn’t just about solving problems – it’s about connecting with people. Over the years, I’ve learned that the most impactful and lasting solutions come from building strong, genuine relationships with clients and their teams.

Empathy and understanding are at the heart of these relationships. Taking the time to truly listen and understand your clients’ needs can transform a project. I am thinking of a time when a client was struggling with a significant operational challenge. The solution didn’t emerge from analyzing the information we had available, but from understanding the fears and frustrations of their team. By listening to their concerns and involving them in the process, we were able to design a solution that not only worked, but was embraced by everyone involved. Building trust and rapport is essential in any consulting relationship. Trust isn’t something that can be established overnight – it’s built over time through consistent actions and honest communication. In one project, having had several unfavorable past experiences, the initial mistrust between the client’s team and ours was felt by every one of the team members. Only by being transparent about our goals, actively seeking their input, and making sure to deliver on our promises, we, slowly but surely, built a foundation of trust that became the cornerstone of our very successful collaboration.

I have faced situations where projects hit unexpected roadblocks, and in these moments, having a solid rapport with the client allowed me to address issues openly and find solutions together. Challenges are inevitable in any consulting project, but having strong relationships with clients can make all the difference. The mutual respect and open lines of communication that we had fostered were crucial in navigating these tough times. This human connection is especially powerful when working on clients’ most complex problems. Complex issues often have layers of underlying factors, many of which are deeply human – cultural, emotional, or organizational. By fostering a deep understanding of these human elements, consultants can uncover root causes that might otherwise remain hidden. For example, during a strategic implementation for a client, it became clear that the real challenge wasn’t just the strategy itself, but the internal resistance and fear of change among the staff. Addressing these human concerns through open dialogue and support made the strategic implementation smoother and more successful.

Since I often deal with senior leaders and decision-makers of client companies, as well as councilors, mayors and other prominent leaders in client organizations, the relationships involved are often complex, delicate, and sensitive. These individuals have significant responsibilities and pressures, and their decisions can impact many people. In these situations, having a human touch is extremely important. Understanding their perspectives, building trust, and showing genuine care can make a substantial difference in how effectively we can collaborate and achieve their goals.