In the realm of professional services and project management , navigating the fine line between being a gracious host and a respected professional often involves recognizing that project management is a bidirectional journey. It’s not just about meeting client expectations but also about managing those relationships with as much diligence. This balance is crucial, as working with a client should be viewed as a partnership where both parties contribute to the project’s success. While the desire to be likable and accommodating is natural, professionalism is what garners respect and cements lasting business ties. This article delves into an illustrative email from Justine Ramdas, one of our esteemed partners, who exemplifies how to maintain this delicate balance. By being both polite and respectful, as well as professional and assertive, she demonstrates that managing clients is just as vital as fulfilling their needs. We’ll dissect the email, piece by piece, offering practical strategies and insights that you can incorporate into your dealings with clients, partners, and your team to ensure that project management truly goes both ways.
Why Over-Accommodation Doesn’t Cut It
Many in the service industry fall into the trap of prioritizing hospitality over professionalism, mistaking immediate agreeableness for long-term business respect. This approach, while well-intentioned, can result in a weakening of professional boundaries, making it challenging to manage expectations and deliver outcomes effectively.
Instead, a professional must resist the urge to simply have clients like them and instead focus on building mutual respect and trust. This entails focusing on delivering what is best for the client and their goals, which may include setting clear boundaries, being transparent about expectations, and communicating honestly, especially when delivering difficult news.
Below is an email exchange between our team and our dear friend Justine, in her role as a consultant to PD. Justine’s mission: Audit and provide recommendations on an important operational process.
Attempt to Reschedule
An hour before our scheduled meeting, a team member suggested postponing due to several urgent, high-stakes projects that required our immediate attention. Additionally, we didn’t complete our homework from the previous meeting, providing us an additional reason to postpone.
Justine’s Response
Rather than agreeing to our request, Justine held our team accountable to making the meeting happen – politie and firm. So much so, we felt the need to showcase the email response as a masterclass in professionalism.
Justine R
Why Professional Prevails
The balance between being a gracious host and a competent and respected professional is nuanced. The email response by Justine is a great example of how one can navigate difficult conversations. It’s important to ensure that while clients may appreciate your congeniality, it’s one’s professionalism that fosters a strong and collaborative partnership.
Further Reading and Resources
This topic of balancing professionalism with hospitality has been thoughtfully explored by industry experts. For those seeking to delve deeper, the following books are indispensable resources:
- “The Trusted Advisor” by David H. Maister, Charles H. Green, and Robert M. Galford: This work explores the critical role of trust in professional relationships, emphasizing empathy, integrity, and expertise.
- “Let’s Get Real or Let’s Not Play” by Mahan Khalsa and Randy Illig: The authors propose transforming the client-service provider dynamic into a collaborative partnership focused on mutual success and respect.
- “Selling the Invisible” by Harry Beckwith: Beckwith tackles the unique challenges of selling intangible services, offering insights into building strong, respectful client relationships.
These books provide further insights into the nuanced art of the professional services industry. They offer practical advice for strengthening relationships, built on respect and trust.
