Everyone has been an ultimate or unwitting client. Remember that the unwitting client can be the peer, boss, or subordinate of the primary client. Describe a situation in which you were the unwitting client. Was the primary client satisfied with the consulting outcome? Were you satisfied?
Very early in my career, in an entry level type role, I was often an unwitting client, unaware how I would be impacted by change and unaware of the change in my future. A strong change that comes to mind for me is a full CRM system transition. CRM is Client Relationship Management and the system we were currently using was comfortable, effective and I knew it very well.
My peers and I were suddenly introduced to a new CRM system and went through a basic training on the new platform, but the communication was not clear as to when we would be transitioning into the new system. Just a few short weeks later, suddenly, as clients began to come through on our system (and also on the phone to speak with us), they were either on the old or new platform, with no warning whatsoever. We immediately elevated that this was happening as we were not yet experienced enough on the new CRM and deeply struggled to help our clients. Nor were we told this would start happening.
Sadly, it was out of our control. On the backend, clients were being put on the new platform and there was no way for us to know as they called into to us. My team in particular, started to share best practices, tips and anything that could help us manage and learn this new system better.
Overall, this change was clunky, poorly communicated and the training was not strong enough. Nor did we have a support system in place prior to the change – we had to reactively create one. I and my team were not happy about it, definitely not satisfied. Our primary client never really owned its failings, but they did their best to supplement as we moved forward and heard our voices.
Many of that original team are now leaders and senior leaders across the organization and we keep that “feeling and frustration” in our memory as we lead change. That is a win in my opinion.