What makes a great client?

In the world of consultancy, where projects come and go like the changing tides, occasionally you'll find that special kind of client who keeps engaging you regardless of what role or business they’re in.

They’re the ones who don’t just knock on your door when they need a quick fix, but who come back, time and again, because they genuinely value your expertise.

They’re the ones who think of you first when a challenge arises in their business, who mention your name in conversations when they hear of a situation that’s right up your alley.

These clients are golden, and the relationships you build with them are worth their weight in, well, gold! But like all good things in life, these relationships don’t just happen. They’re carefully built, nurtured, and cultivated over time.

So, what makes a great client? And more importantly, how do you foster a long-term relationship with them? Let’s dive in.

The power of authenticity

Authenticity is undoubtedly the secret sauce for long-term client relationships.

In a world where everyone’s trying to put their best foot forward, being authentic can be refreshingly disarming. When both parties - the client and the consultant - can be their true selves, magic happens.

When you’re being your authentic self, conversations flow more naturally, ideas are shared more freely, and trust builds organically.

Encouraging authenticity in your client relationships means you’re not just working together; you’re connecting on a deeper level. It’s about being real, being vulnerable, and even sometimes, being a little bit quirky.

The bedrock of honesty

If authenticity is the secret sauce, then honesty is the bedrock upon which long-term client relationships are built.

It’s easy to be honest when everything’s going well, but the real test comes when things get a little rocky. Maybe a project isn’t going as planned, or perhaps there’s been a deadline missed. Whatever the case, honesty should be your guiding principle.

Being honest might sometimes mean having a tough conversation - like shining a light on an area that needs improvement, or admitting that you made a mistake. It’s not always easy, but it’s always worth it.

When clients know they can count on you to be truthful, even when the truth is hard to hear, it strengthens the relationship. It builds respect and trust, which are essential ingredients for any long-term partnership.

The art of diplomacy

Ah, diplomacy—the fine art of saying “I don’t agree” in a way that the other person still feels heard and understood.

A touch of diplomacy goes a long way in maintaining long-term relationships with clients.

Let’s face it, disagreements are bound to happen. It’s a natural part of any relationship, especially in a dynamic, ever-changing business environment. But it’s how you handle those disagreements that sets the tone for the future.

Diplomacy is about managing those inevitable bumps in the road with grace and tact. It’s about finding common ground, even when you’re miles apart, and steering the conversation toward a solution that works for everyone.

Diplomacy is the oil that keeps the gears of your client relationship turning smoothly, even when there’s a little friction.

The joy of collaboration

When you and your client are working together towards a common goal, something magical happens: you start to feel like a team. And not just any team, but one where everyone’s opinion is valued, and everyone’s contribution is recognised.

Collaboration is more than just working together; it’s about creating something greater than the sum of its parts.

A collaborative client relationship is one where ideas are exchanged freely, challenges are tackled together, and successes are celebrated as a team. It’s a relationship where the client doesn’t just see you as a service provider, but as a partner.

When you foster this kind of collaboration, you’re not just building a project; you’re building a long-term relationship that’s fulfilling, enjoyable, and even fun!

Shared values and mutual respect

At the core of every great client relationship lies a set of shared values. These are the fundamental principles that guide how you both do business.

When your values align with those of your client, everything else falls into place. You understand each other’s priorities, you’re on the same page about what’s important, and you’re both working towards the same big picture.

Voco’s values are fundamental to how we work, and we love working with clients who think and operate in a similar way. These are the four values that underpin the culture of our team:

People First

Our people are the heart and soul of our business - the unique ingredient that sets Voco apart from the competition. We look after our team by giving them opportunities to work with great clients who do good for NZ, embracing work-life balance and professional development along the way.

Get Shit Done

We're a team of creative thinkers, problem-solvers and action-takers, who like nothing more than rolling up our sleeves, tackling challenges head-on, and unlocking value quickly for our clients.

Purposely Restless

We refuse to settle for the ordinary or the comfortable. We’re fuelled by curiosity, challenging the status quo, and looking for better ways to do things.

Trusted Powerhouse

As go-to experts, renowned for providing rock-solid support and delivering exceptional results, we instill confidence in our clients through relevant experience and our track record of success.

Shared values are important but they also need to be paired with mutual respect. Respect for each other’s time, expertise, and perspective.

Respect means listening to each other, valuing each other’s input, and treating each other as equals. It’s about recognising that while you might be the expert in your field, the client is the expert in theirs, and together, you can achieve great things.

The importance of a little fun

Finally, let’s not forget the importance of having a little fun. Yes, business is serious, and yes, there are deadlines, budgets, and KPIs to consider. But that doesn’t mean you can’t enjoy the process.

A little humour, a shared joke, or even a light-hearted conversation that has nothing to do with work can go a long way in building rapport and making the working relationship more enjoyable.

When clients enjoy working with you, they’re more likely to stick around. They’ll look forward to your meetings, appreciate the positive energy you bring, and be more open to collaboration. So don’t be afraid to let your personality shine through. After all, a little laughter never hurt anyone!

Building relationships that last

In the end, what makes a great client isn’t just about the work you do together; it’s about the relationships you build along the way.

When you find clients who share your values, and when you nurture these qualities in your relationships, you’re setting the stage for a partnership that can weather the inevitable ups and downs of business life. These are the clients who will stick with you through thick and thin, who will value your expertise, and who will become your greatest advocates.

So, here’s to the great clients - the ones who make our work not just rewarding, but truly enjoyable. And here’s to building relationships that last!