Consultancy Skills Toolkit

Working with Clients

What Clients Really Want

Key Point

Clients and professionals, by nature, tend to have different views as to what the service is. Professionals tend to emphasise the core specialist elements, clients value the softer "helpful" peripheral elements.

Successful professionals recognise this and adapt their style to suit. In particular they invest time and effort in ensuring that they have a good grasp of the clients world and perspective, and attempt to accommodate to that.

What Clients Really Want

Its all about perceptions and expectations. A survey was carried out of accountancy practices in three countries - UK, Sweden, and Canada. The researchers identified eight elements of service provided by such practices;

Each practice and their clients were asked to score these for importance. The results can be seen by clicking on the picture below.


The key points were as follows: