Didn’t I say, I’ve taken on a new pro bono client
8th February 2021
Home schooling…What a total misnomer.
My house definitely does not resemble my daughter’s school, nor do I claim to be any sort of qualified teacher. My house is still my home (just), although it can feel like an internet café these days, minus the bacon baps. But we’re doing ok. And even if my daughter Ella isn’t learning anything (she’s 6, she’ll catch-up), I feel like I certainly am.
Whoever said charity begins at home, wasn’t wrong. So much so that during lockdown #3, I added a new pro bono client to my roster.
“When might you have time to do that Alicia?” I hear you ask.
Sadly, this Alicia has no choice. Now, don’t get me wrong, my new client is an incredible human being. She’s smart, articulate and has incredibly high standards. She’s also independent, a master delegator and tough negotiator. Oh, and did I mention she’s getting my professional services for free?
Who is this illusive client?
Meet Ella Solanki, my firecracker of a daughter. Thankfully we agreed to a pro bono contract, it would be awful to ask her to raid her piggy bank to cover my hourly rate. So, what have I learnt from my latest interactions with my newest client Ella? Quite a bit actually. They always say the best form of training is ‘on the job’ training, and let me tell you, this sparky new client of mine is delivering an absolute blinder on client service excellence.
For anyone at home, trying to school, don’t be too quick to write off your efforts. Instead, think about all of the transferable skills you’re learning that will make you a better consultant. Heck, we may as well beef up our LinkedIn profiles whilst we’re trying to teach a six-year-old about fractions.
So, what are my most prized lockdown training modules? Here goes…
“Mummy, where’s my pre-briefing?”
Never ever underestimate the power of a solid pre-briefing before your meeting or call. Not only will it give you competitive advantage, but it will expand your horizons. Ella was superbly prepped for her Zoom lesson on the Inuit population after a series of excellent YouTube tutorials delivered by moi, including one on igloo building for bonus points. You’ll have a wider point of reference, can be so much more strategic in your counsel and if the client puts you on the spot, you’re more likely to have an educated answer.
“Mummy, have you printed my extension work?”
Don’t just transact with your client, interact with them, go beyond the brief, show an interest in their world and their business challenges. My client Ella is a massive overachiever and is never satisfied until she’s completed her extension work. So, I’ve learnt to overcommunicate and overdeliver to not just meet but exceed her needs. When’s the last time someone told you that what you’ve given them is too much? Never. I rest my case.
“Mummy, I need my mindfulness colouring.”
Not only does she want her paperwork prepped and schedule printed, but Ella knows how to strike the perfect work / life balance. She proactively builds in time to colour in her mindfulness mermaid picture and then goes on to cut it out and embellish it with gems. This module taught me that the best client relationships are built on mutual trust and understanding. Share the load together, appreciate each other’s struggles and occasionally take time to go ‘off agenda’ and connect as human beings.
“Mummy, please upload my work to the portal.”
Ella must have passed her in-house compliance exams with top marks because she never fails to ask me for help delivering the proof to her school bosses via Google Classroom. What this has taught me is evaluation and measurement are critical. Review your work and your KPIs to the point of obsession because you can’t improve your work unless you know what’s working and what’s not. Don’t be afraid to admit failure to your clients, it’s the only way you’ll move to better work, and they’ll respect your frankness and counsel.
Client service is an art form. Now more than ever, clients want us to bring our whole selves to work, to engage in high tempo discussions, to push and pull in equal measure. There are no better teachers of this than children. They smell a rat when we’re being disingenuous, when we don’t deliver what we promised and when we don’t engage our creative minds as they expect us to.
Sometimes I wonder whether it’s mummy or Ella attending home school.
I reckon it’s both.