Good IT consulting comes down to a few key factors.
- The “I Care Factor:” This is the most important aspect in working with clients. I think clients have weariness when working with IT consultants mainly because the technology itself is so hard to grasp. Because of this built-in fear, the most important aspect is to gain a fundamental trust. An honest personality can make up for some of it but we find that the best way to gain the trust is to go the extra mile. Go in there on Sat at 7AM when you get a panic call to fix their system. Don’t hesitate to pick up a call and go over things when they are in those moments of distress.
- Project estimates: Giving accurate project estimate is difficult. I think it is the fear of losing a client when putting in a bid and also a general feeling of over-confidence at how long things will take. I think you need to be a contrarian to accurately guess the hours, but in my opinion, I think projects should in general benefit the client. What I mean is they are paying you a set lump sum and because of that assurance you shouldn’t feel bad that you go over in hours. I think it also shows that you are an IT consulting firm that values a completed and satisfactory job instead of dollars behind it.
- Accuracy and Consistency: I believe accuracy is the key to so many things, especially when it comes to IT Consulting. Once you start getting sloppy that is when everything falls apart. Use every means to assist you in this endeavor including ways to remind yourself of things to be completed or filling out items on the spot so it will not be forgotten. Organize and be consistent when it comes to your tasks so you don’t get undone later by your own disorganization.
- Over Promising: Another human nature is to over promise. I think it is important to kindly but firmly let clients know what can and cannot be done. When boundaries are not set correctly, expectation gets out of whack. A perfect example is when it comes to retrieving data from a corrupted hard drive. The problems are without getting into it, it is nearly impossible to determine what the outcome will be. I think it best to set expectations low then surpass them. Also try to avoid promising things off the cuff, because those items may come back to haunt you. It is always best to stick to a determine written list and when things come up, just let them know you will get back to them.
- Technology: Although it seems odd that technology lands fifth in a list dealing with IT Consulting, I think that is where it should belong. Technology is important, but consulting (or the human factor) of interacting is key for a long term relationship. Technology is simply to learn if you keep two things in mind, be persistent, don’t leave any stones unturned and secondly feel confident that a solution or some work around is there. With these two general attitudes the technology knowledge will follow as you tackle more problems.
Authored by: Jimmy Kim