How to get the best results when working with a consultant

There are more than 180,000 management consulting firms in the UK and they employ a huge number of consultants who provide HR, legal, tax, management, marketing, IT and other consultancy services to businesses in all sectors. 

The UK consulting industry is worth £20.4bn a year and according to the Management Consultancies Association: “Digital and technology consulting, along with business transformation services, remain most in demand. As industries embrace AI and advanced analytics, UK consultants are helping organisations integrate these technologies to boost efficiency and competitiveness.”

Consultants bring objective perspectives and specialised expertise that businesses lack in-house. Their influence can be transformative. If you’re considering using a consultant, the following steps could help you to achieve the best outcomes. 

1. Set clear objectives 

Before searching for a consultant, work out what value they must contribute. What do you need to achieve and what is the deadline? What will success look like? Setting SMART objectives (ie specific, measurable, achievable, relevant and time-bound) can really help, because as well as providing a framework geared toward delivering a tangible impact, it can also help you choose the right consultant. 

Examples of SMART objectives:

• increase online sales by 15% in four months  

• reduce supply chain costs by 10% in three months   

• introduce new CRM (customer relationship management) software and have all staff fully trained on how to use it within a month.  

  
  

2. Choose the right consultant

Sounds easy, but it can lead to expensive mistakes. Having clear objectives is key, because you know what skills, knowledge and experience your consultant should have and what you need from them. Ideally, they will have a proven track record of working for businesses like yours, while having sectoral experience could be essential. 

Seek recommendations from other businesses you know. Research your options online, contact consultants that seem suitable and fully check their credentials. Ask for references and find out what their customers say about them. Ask the consultant to clearly explain how they will meet your needs and expectations. Crucially, get a detailed quote (not estimate) and remember – focus on the value you will receive – it is not simply a question of finding the cheapest option.  

3. Communicate your expectations at the beginning

Poor communication are likely to get things off to a very bad start. It is a key reason why businesses do not get the results they need when using consultants. Before the project begins you should agree:

• deliverables, timelines and reporting methods  

• how often and when you’ll be updated on progress 

• payment terms 

• what your ideal outcome looks like. 

  
  

You and your consultant need to be on the same page, with both parties knowing their roles and responsibilities. Don’t shy away from negotiating the best deal you can get from the consultant, whether on price, scope or schedule. Detail all key points in an agreement signed by both parties, so there are no misunderstandings. 

4. Agree the right arrangement for your business

Obviously, you must choose the right arrangement for your needs and budget. Several types of consultancy arrangement are common: 

• Project-based contracts: Suited to a specific challenge, such as introducing a new software system, launching a new product or delivering staff training. 

• Retainer agreements: You may need ongoing monthly support, for example, from a marketing consultant to manage your social media or digital advertising campaigns. Retainers ensure a consultant’s availability, giving you predictability. 

• Short-term audits: Temporary audit engagements to address urgent business requirements, specialised projects or to fill resource gaps. An example could be bringing in a consultant to identify and mitigate risks linked to cybersecurity, data handling or regulatory compliance. 

5. Involve your people throughout

That should start early on when you are specifying your objectives and searching for consultants. Your people need to work in partnership with your consultant and provide them with all required information. Your employees’ insight could be pivotal to your consultant’s success.

All parties should very see it as working in partnership, with your consultant a valued temporary team member. Encourage your people to speak to and learn from your consultant. Post consultation, you and your people should fully understand the consultant’s work and recommendations.  

6. Commit to full implementation

If you’ve picked the right consultant and they’ve done a sound job, you need to listen to what they’ve told you and implement their recommendations in full, otherwise you won’t get full value. Unfortunately, many businesses fall into the trap of paying good money for consultancy advice they ignore, whether partially or fully.

Someone within your business (possibly you) should lead on implementation, with clear responsibility assigned to each action point. Hard deadlines should be set and adhered to, with progress carefully tracked. If necessary, seek additional implementation support from the consultant.  

7. Measure your return on investment

You and your people might have invested much time and effort in working with your consultant, and it may have involved a considerable financial investment. You need to measure your ROI by comparing your costs against the tangible outcomes delivered. Often there can be intangible benefits, too, such as improvements to your processes, staff morale and knowledge, and/or enhanced business reputation. 

If your results aren’t clear, seek assistance from your consultant. Ask them to demonstrate, with clear data, the impact of their work. If results are below agreed expectations, obviously, the consultant should explain why. 

Transformative value

UK businesses of all sizes use consultants in many ways and areas. They can be a powerful additional source of support, giving you access to expertise, objectivity and ideas that you wouldn’t otherwise have. Obviously, you must know what you need to achieve. But if you take time to find the right consultant, work closely in partnership with them and act on their advice, it can bring real transformative value to your business.