Closure
Conclude engagements properly and build lasting professional relationships. Closure is where you ensure sustainability and create opportunities for future work.
Finishing is more important than starting.
We remember the first and last encounter and the emotional wake we leave behind. We also remember the moment of peak emotion of the entire assignment. So how do we delight clients when our motivation is naturally turning to the next assignment?
The Peak End Effect
Our memories are shaped by two psychological principles:
Primacy & Recency
We remember the first and last encounter and the emotional wake we leave behind. Make your closure memorable and positive.
Peak Emotion
We remember the moment of peak emotion throughout the assignment. Create positive emotional moments during closure.
Three Closure Paths
Conclude
Objectives achieved, client satisfied, a job well done. Client and consultant bring the relationship to a close.
Recontract
Objectives not yet realised, more work is required. Client and consultant continue under same or similar terms.
New Contract
Client satisfied and wants to continue the relationship. Client and consultant contract with fresh new focus and terms.
Perceptual Positions in Closure
As in Contracting, we can use Perceptual Positions to analyse what is needed during Closure from multiple perspectives.
Position 1: Consultant
Want?
Recognition, referrals and future opportunities
Contribute?
Knowledge transfer, documentation and support
Position 2: Client
Want?
Sustainability, capability and independence
Contribute?
Feedback, testimonials and continued partnership
Position 3: Organization
Want?
Sustained change and competitive advantage
Contribute?
Culture, systems and ongoing support
The Business Case for Keeping Clients
5% increase in customer retention = 25% increase in profits
It pays to keep clients. Strong closure practices lead to repeat business and referrals.
Adaptive Moves: Your Next Steps
Adaptive moves are not solutions to 'the problem'. They are actions intended to improve the situation and elicit more diagnostic data for the planning of the next move. By calling them 'moves', we emphasise that they are small efforts to improve the situation, not grand plans.
Reflect on three dimensions:
1. Self Awareness
Given what you know, think and feel about yourself as a Consultant...
2. Consulting Context
And given the context in which you consult, the clients you serve and the work you do...
3. Program Content
And given the ideas and tools we have explored in Core Consulting Skills...
What are the next right things you can try to help you grow as a Consultant?
Mind Your Own Business: Building Networks
Consultants need to achieve a balance between today's work and tomorrow's. A community of practice is a group of people who share an interest in something and learn how to do it better through frequent interaction.
Operational
Work takes care of it
Personal
You take care of it
Strategic
You often neglect it
Feed & Water Your Network
What can you do for your community rather than what can your community do for you?