Why & What

Question 1

What can we do in terms of consultant management ?

Answer 1

• Proactively contact consultant and not wait for them to contact them
• Update our client following the discussion with consultant
• Reactive when questions or challenges faced by consultant

Question 2

What can’t we do in terms of consultant management ?

Answer 2

• Please everyone
• Say yes to every consultant’s request
• Delivering only happiness

Question 3

What is the standard follow-up for consultant ?

Answer 3

• 1x per month
• Mail not included
• Call, meeting teams or face to face meeting

Question 4

If everything goes according to the plan, should I still contact ?

Answer 4

• YES
• The goal is to make sure client and consultant knows we have a structured follow-up

Question 5

What are the basic agendas ?

Answer 5

• 3 questions to ask every time when meeting or talking to consultant and client
• Not used when updating client via email

Question 6

What to do if challenging situations ?

Answer 6

• Expect those situations to happen often
• The way you react will greatly impact the resolution of the problem
• Don’t bury the issue hoping that it would go away, go chase it
• Ask your TM if you don’t know
• CM is the owner of the situation and is responsible to resolve it
• AM is updated by CM and can be involved if CM asks

Question 7

What to write in SAILS/Cbook

Answer 7

• Register touchpoint with consultant as Consultant Meeting in Cbook and add answers from the 3 base questions
• Register touchpoint with client as Call or Meeting in Sails and add add answers from the 3 base questions
• No need to register update client done by email

Question 8

What is the standard follow-up with client ?

Answer 8

• Schedule call or Teams/Face to Face meeting during first and last month
• Schedule call or Teams/Face to Face meeting once every 6 months
• Between those calls or meetings, you can update your client via email and put AM in cc after having talked with consultant

Question 9

Do we have agendas for touchpoints ?

Answer 9

• Yes
• Mandatory agendas include 3 questions to always ask
• For consultant and client
• Optional agendas : for thematic discussion such as career conversation or performance review

Question 10

What are the basic guiding principles ?

Answer 10

• Be clear on what you expect from consultant and tell him
• Be clear on what can the consultant expect from you
• Be clear regarding salary increases from the onboarding phase (especially for long-term consultant)
• Use HEAT model for dissatisfaction
• Deliver on promises
• Show confidence even if you don’t know

Question 11

What is the difference between client touchpoint and client update ?

Answer 11

• Client update is done by email (AM in cc) after having talked with consultant
• Client touchpoint is scheduled and follows a clear agenda
• Client touchpoint is scheduled during first and last month of assignment, and once every 6 months

Question 12

How to write notes on Cbook/Sails

Answer 12

• Use bullet points, short sentences or paragraphs to capture the most relevant information
• Focus on the main points and not the details
• Keep it brief and simple