Consulting is interesting work and can also be rather satisfying. As a trusted voice, you have an opportunity to influence the opinions and decisions of your client. My assumption is that, by approaching a project without prejudice or a predetermined outcome, a consultant speaks as a voice of authority whose advice is valued and worth paying for. The other assumption is that the client is willing to listen. But what happens when the client has a preconceived notion as to how the project should turn out?
Waiters are often caught in the middle of a similar dilemma, playing the role of a trusted voice faced with possibly a preconceived notion. “Would you recommend the grilled steak or the steamed halibut?” A waiter will likely consider whether to give some advice or whether to play the role of the adviser. Advice comes from both personal opinion and experience – “I’ve seen the steaks coming out the kitchen tonight, and I really like the steak.” However, the act of advising, in my opinion, is to carefully walk someone through the pro’s and con’s of all options. The waiter might also say, “…but the halibut came in fresh today from Alaska and is the prefect antidote to a hot day – it’s light and yet satisfying if you’re hungry.” Nonetheless, to advise is the act of dispensing advice and technically, there should be no difference. Personally, I want the waiter to serve as a trusted adviser. One quick look at me, though, is likely to indicate I’m a strong candidate for the steak, but that’s not necessarily the case. I’d lean on the advice of the waiter.
Now that that’s out of the way, I recently worked with a client who had a predetermined outcome for the project that I was hired for, but I couldn’t see that right away. It wasn’t until we reached the homestretch that I realized where the project was headed. But that’s OK. Ultimately, the client writes the check and if they are satisfied with the outcome, everyone should be happy.
Recently I saw on Instagram that a Canadian airline hired a catering company to serve poutine, a Canadian national dish of sorts, an indulgence of french fries, gravy, and cheese curds. The catering company stated that they were thankful for the opportunity and the photo op. But the perfectionist in me can’t help but wonder whether the caterer succeeded in producing the poutine with the same quality the client hoped they would receive: hot, fresh, and made-to-order. In the role of a trusted adviser, the caterer may have spelled out to their client the challenges and potential pitfalls of fulfilling the implied promise of fresh-from-the-fryer french fries, gooey cheese curds, and silken gravy. Sometimes businesses choose not to allow doubt to creep into the minds of their clients by being completely transparent about the challenges they face. If so, the business risks the opportunity to land the account and there are likely to be other caterers perfectly OK with over-promising and under-delivering french fries and gravy for the right price.
Maybe it all had a happy ending, and the final product did fulfill that promise. I’ve been to a lot of catered events, and oftentimes the caterer gets an “A” for effort, innovation, and creativity, but receives a sub-par grade for execution. In all fairness, I don’t know the outcome of the described event, but I have a hunch that they played the role of the trusted adviser but passed on offering up some much-needed advice.
In that same vein, parenting is the ultimate in consulting work: you try your best to help your kids navigate the choppy waters of growing up, difficult as it may be, while simultaneously offering up well-intended advice. It’s possible that your child has already settled in on a predetermined outcome. But that’s OK. The stakes are bigger and longer-lasting than a plate of hot french fries, and it’s highly unlikely that you came in without prejudice.
MOJO to Table 