Walking Into The Client's Office: The Small Things That Seasoned Consultants Notice

When a seasoned consultant walks into an office, they bring a sharp eye.

They're like detectives piecing together clues.

They have an ability to see what others can't.

Here’s what you should look for and why it matters.

Notice how many people are at their desks throughout the day.

Is the office buzzing or empty?

Who’s in before starting time, during lunch, and after hours?

This can tell you about work ethic and employee engagement.

Do employees personalize their desks and offices?

Look for communal notices and party announcements.

These show how the company fosters engagement among employees.

Personal touches suggest that people feel they belong.

Are employees positive and chatting openly, or are they quiet and furtive?

The way people interact can give you a sense of the workplace.

Friendly, open communication is good, while the opposite indicates an adversarial environment.

Does the company have mechanisms for gathering and acting on employee feedback?

Look for surveys, suggestion boxes and notices that indicate open communication and continuous improvement.

An engaged workforce is one that feels heard.

Is management visible and approachable, or hidden?

Open doors usually mean accessible leadership, while closed doors imply a hierarchical, less transparent style.

What's the state of the office?

Check if it's clean, neat and free of clutter.

An organized space often means a well-run organization, while the opposite suggests that the management is overworked or lacks attention to detail.

Does the workforce look diverse or homogeneous?

Look for different ages, ethnicities and genders.

Notice inclusion initiatives such as LGBTQIA+ programs.

Organisations with low diversity may adapt slowly to shifting expectations.

Are phones being answered by people or automated systems?

Personal answering usually means the company values personalized service.

Are employees knowledgeable, courteous, and helpful?

Do they go the extra mile and ensure customer satisfaction?

These behaviors reflect a service culture.

Are customers top-of-mind?

Listen for questions about needs and feedback. Look for evidence of customer-led innovation, such as customer personas and journey maps.

Their absence could mean that the organisation is out of touch.

Imagine recommending complex technology to an organisation experiencing low employee engagement.

The company will struggle to get people to learn the system on top of their day job.

Offer solutions that both, address the client's challenge and fit their context.

Once you have built a foundation of trust, share your observations.

A tenured executive may not see things that you notice.

This outside-in view is part of the value you bring.

Become the person that clients engage to make the invible visible.

Working within the client's culture, such as management style, is essential.

If decisions flow from the top down, don't skip a level.

If the organisation is flat, engage with stakeholders simultaneously to drive consensus.

The secret of consulting is combining niche expertise with these abilities to see what others can't and play by the client's rules.

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