Consultants fail to deliver

New research reported in Management Today, June 2011 edition, reveals that the ‘overwhelming majority of consultants do not deliver on client expectations‘.  So how do you ensure external expertise is well applied so that you’re part of the mere 30% whose expectations are met or exceeded?

The Consulting Client Satisfaction Survey February 2011 conducted globally by the RFP Company examines the factors behind client’s overall satisfaction with results achieved when working with management consultants.  It shows that more than 70% of consultant engagements fail to fully, let alone exceed, the results that the client expected.

The survey reveals some strengths of consulting firms; but shows that these are not significant contributors to client satisfaction.  The quality of the individual consultants assigned and their focus on the project at hand are identified as areas of greatest relevance to satisfaction.

Importantly, the survey goes on to examine the responsibilities of the client for selecting an appropriate firm for their needs and proactively engaging with that firm.

My own experience reveals that most clients don’t know what they don’t know, so are particularly weak at defining their own needs and making appropriate selections of consultants and coaches to assist them, particularly when a multi-disciplinary approach is required.

The formation of www.MultiCOACH.biz is part of my own response to this dilemma, a cooperative of multi-disciplined coaches, consultants and practitioners coordinated to assist owners and managers of small and large organisations with both needs analysis and solution delivery.