How to get the best results when working with a consultant

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 provide objective views and specialised expertise that businesses lack in-house and their influence can be transformative. 

But before you invest in external consultancy, it’s worth knowing that businesses in the South West can now access fully‑funded digital support through the government‑backed Tech Adoption for Growth programme. 

Whether you’re using free support or hiring a consultant independently, the principles below will help you get the best results.

1. Set clear objectives

Before searching for a consultant, work out what value you need them to contribute. What do you need to achieve and by when? Setting SMART objectives (ie specific, measurable, achievable, relevant and time-bound) helps, because as well as providing a framework geared toward a tangible impact, it can also help you choose the right consultant.
Examples of SMART objectives: 

• increase online sales by 15% in six months 
• reduce supply chain costs by 10% in two months  
• introduce new CRM (customer relationship management) software and have all staff fully trained within a month. 

2. Choose the right consultant

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

Seek recommendations from other businesses. 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. Crucially, get a detailed quote (not estimate) and remember – focus on value – it is not simply a question of cheapest price. 

3. Communicate your expectations at the beginning

Poor communication will get things off to a very bad start. It’s a key reason why businesses don’t 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. To avoid misunderstandings, detail all key points in an agreement signed by both parties.

4. Agree the right arrangement for your business

 Several types of consultancy arrangement are common:

• Project-based contracts: Suited to a specific challenge, such as introducing a new software system, delivering staff training, etc.
• Retainer agreements: You may need ongoing monthly support, for example, from a marketing consultant to manage your social media. Retainers ensure a consultant’s availability.
• Short-term audits: Temporary audit engagements can address urgent business requirements, specialised projects or 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 

Start early on when you’re specifying your objectives and searching for consultants. Your people need to fully assist your consultant. Your employees’ insight could be pivotal to your consultant’s success. 
All parties should see it as working in partnership, with your consultant a valued temporary additional team member. Encourage your people to learn from your consultant by asking questions. Post consultation, you 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, listen to what they’ve told you and implement their recommendations in full. 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 need to measure your return 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, etc. If your results aren’t clear, ask your consultant to demonstrate, with clear data, the impact of their work. If results fall below agreed expectations, obviously, the consultant should explain why.

Transformative value

UK businesses of all sizes use consultants in many ways areas for a wide variety of reasons. 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 with them and act on their advice, it can bring real transformative value.

Before engaging a consultant, businesses should consider the hands-on, practical support delivered by Tech Adoption for Growth. The government-funded programme provides practical digital support to help SMEs and sole traders in the South West get more value from digital tools. Eligible businesses are assessed and then randomly allocated to receive either one-to-one expert support from a tech consultant or the opportunity to take part in consultant-led workshops. To apply click here.