The Culture of Consulting
The team at The Launch Box has been talking a lot lately about the culture of each of our portfolio companies. Our founders put their stamp on the culture of the firms they build, and the businesses that they create reflect their values. The one constant is the role of client service as core to firm and individual identity. We are in the business of helping others achieve great things - not just client companies, but the individuals that we serve in those companies. When our people look in the mirror, we want them to see someone dedicated to the success of others.
This culture of consulting is our true north. It is easy to get wrapped up in monitoring performance metrics, chasing receivables, marketing, and building a sales pipeline. These are all important to running a successful firm, but we can’t lose sight of the mission. Management consulting is a noble profession. Clients come to us when they are overwhelmed and vulnerable. They also come to us when they are hopeful and optimistic. It is our job to deliver for them and promote their interests.
In the professions, we too often view selling as a distasteful part of the business when selling is really about helping others. We can’t do the work until we are engaged. In consulting, the sales process is an exploration to determine whether sufficient value can be created. This is how we make our living. If you create a culture of consulting with client service as core to the firm’s identity, you will have plenty of work to keep your team busy.
When the entire organization is aligned on the goal of exceptional client service, it creates a sense of purpose. Team members feel valued and engaged when they see the direct impact of their work on client success. This means going beyond implementing technical solutions and doing good work; it’s about building trust-based relationships that stand the test of time. Take a look in the mirror and take stock of your personal value proposition, then go make someone else’s day. Clients love knowing that we have their backs.
