This is the first contact between the engineering consulting company and the customer, and the two sides should communicate with each other in good faith. Sensitive consultants will have a preliminary judgment on customers and their problems through initial contact. At the same time, it introduces the consulting work, establishes its own image, measures the acceptance ability and judges the acceptance conditions. Please note that it is best to have formal contact with the customer's main decision makers.
In order to make a correct judgment, consultants should not only have direct contact with customers, but also conduct appropriate indirect investigations. Understand the basic situation of customers, estimate the risk of accepting customers, and consider whether it is suitable to be a customer of the company. For example, some engineering consulting companies emphasize the principle of the unity of the client's legal will. If the opinions of customer decision makers are always inconsistent, it is difficult to carry out consulting work. After the study, the engineering consulting company should formally reply whether the customer has the intention of cooperation. When there is an intention to cooperate, we should put forward a preliminary plan for cooperation between the two parties for our customers' consideration.
2. Explore customer problems
Exploring customer problems is an important step in the consultation process. After a certain investigation of customers, consultants should form their own views on the nature of customers' problems and the difficulty of solving them, and the formulation of problems may be different from that of customers; Customers may be in the position of being fascinated by the authorities, only seeing the appearance of the problem, but not understanding the crux; Perhaps I haven't realized the seriousness and depth of the problem; Maybe you don't want to admit some existing or latent problems at all. At this point, the consultant and the client can compare their views on the problem in the discussion, clarify the problem and make it concrete. What we should pay attention to here is the consultant's conversation, inspiration and persuasion skills. The consultant should not only make the client accept his own views on the problem without embarrassment, but also be prepared to revise his own formulation, and finally reach an understanding with the client on the nature of the problem.
3. Determine the project and set up a project team.
After preliminary analysis of the problem, the consulting enterprise determines the project, puts forward the working ideas and discusses the scope, research time and possible results with customers. At the same time, a project team should be established.
The establishment of the project team should consider the characteristics of the project and the knowledge structure, experience, performance, age and personality characteristics of the consulting experts, and make reasonable arrangements. If consulting enterprises are organized according to matrix structure or multi-dimensional structure, then project teams can be easily and reasonably formed, because consultants are classified according to specialty, function and region, and combined according to projects, which is flexible and targeted. After the team members are determined, it is necessary to clearly define the rights and responsibilities of the team leader (or project manager), the tasks and responsibilities of each team member, and the relationship between superiors and subordinates. If there is cooperation with other units, it is also necessary to clarify their relationship and responsibilities.
4. Make a work plan
Make a detailed work plan according to the problems and working ideas. Clarify the time, tasks, working methods and means of each stage, assign specific work, and clarify the due results and the required data and information sources of each stage. The plan should be written clearly and concretely. The plan should consider both the work of the engineering consulting company and the arrangement of the customers.
5. Collect and analyze data.
The project team should make full use of enterprise and external information resources, and strive for the help of customers to collect data and documents extensively. There are many ways to collect data, which can be roughly divided into two types. One is indirect collection, such as using libraries, information centers, the Internet and relevant government agencies. The other is direct collection, that is, members of the project team directly interview customers, competitors, suppliers, managers, internal personnel, relevant units and owners, sort out written records and establish a database. With a large amount of data, it is necessary to process and analyze it.
6. Provide phased results
Sometimes it takes a long time to complete a project, and the consultant can continuously provide the phased results of the work to the customer. This method may be beneficial, customers can make some necessary adjustments at any time, and sometimes by the end of the project, customers have achieved obvious results. This method needs two guarantees: first, the consultant should ensure the quality of the phased results provided; Second, the consultant should maintain a good relationship with the customer and get close cooperation from the customer. There is another danger here: because the relationship between the consultant and the client is too close, the client often unconsciously hands over his decision-making responsibility to the consultant. In this case, the consultant should clearly decide what he should do and what the client should do in order to implement all the suggestions. Consultants should avoid this danger. The duty of a consultant is not only to complete the consulting task, but also to cultivate the hematopoietic function of the client and improve his ability to deal with problems, so that he can work without a consultant. The ultimate solution to the problem is the customer himself.
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