Kimble

Talking Tough to Customers

Is the customer always right? Not in the view of Shane Anastasi. In the latest Kimble-sponsored PS insights podcast, the consulting services thought leader and entrepreneur argues that service professionals are often too eager to keep customers happy. He argues instead they should stand ready to “be the expert” in their engagements, ready to point out problems in customers’ plans and tell them that “they can’t get everything they want”.

Shane gives the analogy that a professional services engagement is like setting off on a boat journey – the consultant should be steering the boat. Some businesses, he says, allow the customer to lead the project into disaster in an attempt to make them happy – he recommends instead that consultants must use their expertise to lead customers to the best possible outcome even if that means having to reset expectations.