What Do Your Clients Want and Need: Consultant or Advisor?

By: Betsy Buckley

Posted on 09/14/2011 - 10:17am | From the Growth Strategy Blog

Late last week, I got a very interesting email from someone on my email distribution list, a person I’d met only once, socially. He invited me to come to his offices and see whether or not I might be able to offer some wisdom to his company.

I did my homework, as best I could, and went off to the meeting. I really didn’t know what he wanted, or why me… and I gave myself permission to use our time together to explore.

What’s interesting about the open ended nature of our 100 minutes of conversation, laughter, questioning and exploring is that I went in thinking he might be looking to solve a problem. But, I came out realizing that perhaps he was more interested in (and would be better served by) someone who could also help test the ideas he’d already tried, consider the pros and cons of each and serve as a third party neutral in identifying and exploring which approaches would bring the best, most sustainable resolution.

It was work we can do together—as opposed to either the resolution of an immediate problem (consulting, in my book) or advising (problem re-definition, then option analysis).

Many sage business gurus see these two roles as different and believe one person/firm can rarely serve in both capacities. In the complex world we are living in, it’s my experience—and strong belief and daily practice—that clients are often best served when that single firm/person can and will do both.

It takes total focus on what’s best for the client, an ability to step in their shoes and a commitment to build something with them (vs. designing an elegant solution for them to pull off the shelf, only to realize it doesn’t fit). It also takes a willingness to roll up our sleeves (and insist they do the same), get fully immersed, simplify processes and clarify thinking.

It takes an ability to consult, advise, create a plan and help coach the plan’s implementation. It means that we transfer expertise, raise competence, instill confidence and integrate new resources… and then gradually, as they are growing ever stronger, work our way out.

Does your organization get this kind of support from your consultants/advisors? Do you want or need it? Are you someone who does this work for clients? I’m curious— and would love feedback.