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Consultants sometimes run into situations that require some tact in dealing with a client.

Here is one you may want to think about and have ready when you need it:

Q: My client supervisor asked me to make some recommendations on a product. I think he thinks I will support him on his thoughts because in his notes it all seems to agree with one particular product. However, after I did my research I have some serious reservations on this product. How can I state my opinion without offending my client?

A: How you handle disagreements can make a big difference in your relationships. You should try to take the middle ground by having a friendly disagreement. Present your findings in an organized way and remember these following points:

• 1. Acknowledge that your client has made several good thoughts. Point out these thoughts and be specific on the good things.
• 2. Transition smoothly. Don't negate your client's comments by using words such as "but" or "however" because that will instantly establish the battle lines. Instead, after acknowledging that your client's opinion was valid, take a slight pause and say, "I've thought of a few more factors that might influence your decision."
• 3. Present your data. Boil your argument down to just a few main points and present them.
• 4. Don't get angry.

   Top of Page You must make the client feel warm and fuzzy.

In my 29 years in IT and of that 26 years as a consultant I often find myself engaged in the discussion; “What’s it take to be a successful IT consultant?”

My first personal goal of exceeding my client’s perception of me as a “Technician” to be that of a “Practitioner” was only eclipsed by the next goal. That was to be perceived as a “Consultant”. I recall the questions I’ve asked, books I’ve read and websites I’ve browsed always trying to be a better IT Consultant.

The single biggest surprise to prospective or new IT Consultants is when it is suggested that their technical skills will help them get the job but it will not be their biggest asset nor will it be the main reason they keep the client. Ask most experienced IT consultants and they will tell you that long-term client relationships on which an IT consultant depends are built on one thing only:

IT Consulting aphorism: "You must make the client feel warm and fuzzy."

Your client has to believe you can do the job, but they can never wonder if you're going to get back to them (communication is key), or if you're going to do something stupid (again?), or offend one of their customers. Your consulting income is never more reliable than when your clients trust you completely to take care of them.

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