How We Do Business

Understanding and Responding to Client Needs . . . 

In his book, Flawless Consulting, Peter Block says that consultants can assume three roles when working with management:  expert, collaborator, or “pair of hands.” 

Consultants work most effectively in support of management when they are capable of assuming any of these roles and are adept at recognizing when to switch hats.  Our clients have found us strong in each role, able to provide them with valuable support even as the requirements change, hour-to-hour (and they often do). We call it understanding and responding to client needs.

Partnerships Work Best ...

Our work with clients begins with a meeting during which we listen to needs, expectations and objectives. We then discuss approaches to meet those needs. 

Once the work with a client is underway, one or more HT&A senior counselors remain part of the project and will be involved in all decision-making and client conferences.  Likewise, we expect the client to assign one or more people to work with us in a productive partnership. We believe in the co-authorship principle and that “no surprises” is the best way to do business.

 

Behavior is the Bottom Line . . . 

Words and pictures are limited to raising awareness and informing audiences.  This is helpful, but generally does not go far enough to truly help a client.

Getting participation, action and adoption requires a mix of information sharing and interactive or networking techniques. Building and maintaining supportive public relationships requires changes or modifications in behavior.  All of our work is influenced by the fact that supportive behavior is the bottom line.

Responsible Resource
Management ...

It is easy to recommend a potpourri of activities without regard to client resources. It is more challenging and realistic to design projects within the resource capabilities of the client. 

Thus, we agree early on about resource expenditures. This applies not only to projects we recommend the client implement, but also to HT&A compensation. We bill professional services and expenses monthly and use a comprehensive format so clients clearly know for what they are being charged.