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What my father taught me about consulting

My father had a profound impact on my life. Even though he was far from perfect, I appreciate everything he did for me. There's a lesson there for us fathers. Even if we can't be perfect, we can do meaningful things for our children.

Good Article. It reflects the approach I try to take with people. Leave them with their dignity, help them to genuinely trust you.

For example: I worked tier 1 support for a web-hosting company a few years ago and because I did not know what I was doing at the time, I blew away her entire site. I was able to get the admins to restore from a backup (a rather old one mind you) and then I had to make that phone call of shame. Now here is the catch, this company openly encouaraged its employees to lie to customers but I was not going to do this.

So I was straight up and honest and told her what happened. Surprisingly, the result was not what I expected. I thought I was going to get chewed up and spit out, which had happened a few times, and was not my fault on those occassions. But I explained what had happened, helped her get things back up and running and from that point forward I was her go to tech, when she called I was the one she requested and I did my best to take care of her.

Thus I learned a valuable lesson about honesty and taking care of people, which has carried me into the work I am doing today. Coincidentally, this customer lives in the same city where the hosting company is based. So when I left that company for a different one in the same area, she actually sought me out for other technical issues over the years, and I have been able to continue to help as the need arises. Ironically, she still hosts with that and has been trying to get away for years, and was able to give her a few tips on how to get away without losing her site and domain, since this company has been known to hijack a domain name time and again.

So while I am not a consultant I do appreciate the insights that you highlighted in this article as it realates to caring for customers in the best way, even when things are not ideal.

... taught me how to throw a curveball during a long and hot summer in a small town in Ohio. From that, years later, I learned to give my clients something a little extra, something they hadn't expected in my dealings with them - deep, helpful research on a question they'd forgotten that they'd asked me; a percentage discount on a project to get it done faster (for both of us); savings through a new vendor on a part we both thought would originally cost more ... it's the little things that can feel like tossing a great curveball that excites a client and makes you feel major league!

I was always taught to be honest, fess up to your mistakes and don't make excuses. When dealing with customers, NEVER lie. If another vendor says he can't get a part for six weeks, promise to do it in three and then bust a hump to get it done in that time. Don't throw up your hands, roll up your sleeves. Everyone wonders how big a fool you are until you open your mouth and remove all doubt. Just a few gems that have seen to a comfortable retirement and innumberable friends, many who started as clients. My father the wise old man who guided me to success can take the credit but says it was just part of being a father. Now, at 89, he's a sterling example and a fond visitor to any VA location. May I live as long and be as wise.

Chip, Thanks SO MUCH for this!
It is like a breath of fresh air to hear business advice which is based on serious common sense and common decency. So much advice is shrink wrapped and soulless.
I particularly like "The customer isn???t always right, but...". Yes, customers deserve our respect, attention and best efforts, but not our mindless servitude!
Absolute gold nuggets of wisdom, which have been proven in the real world of business.
Also food for thought for all Dads.
Well worth everyone's time.
Thanks again.

I too was put to work at an early age (10) in a situation involving the public. I learned a great deal from my father, uncles, grandfather and even my great-grandfather. (Imagine a 3 year old listening intently to a grizzled old baker lecturing about dealing with the public because he'd run out of things to say to a 3 year old!). In many ways, I'm sorry I couldn't pass the experience on as well as they did.

Great article with a lot of points we forget.

Glen Ford, PMP
http://www.vproz.ca

It reminds me of working in my Dad's butcher shop. He was a great dad! Whenever someone would make a snide remark to the effect of, "Butcher Shop, you must make a lot of money..." (which he didn't, but we got by,) he always answered, "I am very rich! I have five children, and they all love me!)

He taught me to be courteous and friendly, and to always go the little extra to give good service and good merchandise. His customers were always his friends. He also taught me to dive into hard work and not stop until I was done.

A lot of it is common sense, but I particularly appreciate the last point: Don???t sacrifice long-term goals for short-term gain. In these days of scarce employment opportunities I need to remind myself of that regularly. I should not devote myself full-time to sending out job applications that won't necessarily get me anything or anywhere, but I also need to make time for my own work that could help to improve my professional standing and advance myself.

... and for your kinds words about this article.

A very nice article

When I decided to lash out into consulting (from Government, no less), the first book I read was by software guru writer and consultant Gerry Weinberg. Like all his stuff, it was very reasonable and a great introduction. Two things he said really stand out for me as being a little surprising and very true:
- Always work towards helping your client to do without you.
- Charge extra for goverment contracts - it will always cost you more.

... expect delays, waste, and red tape. If you charge three times as much as normal, it still won't cover it. I avoid working with government agencies whenever I can.

Just make sure your project has an elastic budget with agreements that when they stop paying you, you stop working, "no harm done". Then, they have to keep paying you enough to make it financially worthwhile to avoid having paid you a bunch to end up with nothing.

You're probably better off just not taking the gov contract, though.

"But you can do so in a firm but calm and friendly manner: ???I???m really sorry, but we can???t do that.???"

Sadly that often doesn't cut it (in fact, very rarely in my my experience). Some customers are very difficult to deflect on the issue of contractual responsibilities even when it's obvious one the consultant is 'in the right'. IT contracts are often so nebulous and badly constructed that it can be impossible to identify whether a business/technical function was implied by the contract at all.

Writing an exhaustive contract is two thirds of impossible.

Ok ,that headline may date me, but a lucky guy to have such an intelligent (no, actually wise) Dad,

"Cool" has been in regular use for a long time, and will likely continue to be so for some time to come. I'm not so sure saying Sterling's father was "cool" dates you, particularly.

Good One.

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