My Experience: The Unwritten Rules of Professional Services

I started my professional working life in one of the big four consultancies via their graduate recruitment program. Now they invested a fair amount upfront in ensuring that a bunch of somewhat wild recently graduated uni students knew how to behave before letting us loose on client projects. But most small organisations can’t afford to do that. Many (including businesses I’ve helped run) struggle to find the time to set basic expectations or make assumptions that these newcomers will just figure it out…

Spoiler alert - most won’t. Some of the more incredulous moments I’ve witnessed include:

Seeing one team member walk into the offices of a corporate client in shorts and thongs - no one had thought to brief this person as to what was acceptable attire and they obviously hadn’t thought to ask. Cue one very unimpressed client who threatened to throw us out given our ‘apparent lack of professionalism.’

Or there was the time that another team member told a client, ‘I won’t be in tomorrow as I need to do some work for a more important client.’ Thankfully I had a good relationship with the client but it was still an awkward call to field and then attempt to better explain the context around the situation.

Or the time that one of my solution architects told the head of digital for a major financial services company that their business model was ‘…s&*t and you should burn your current platforms to the ground as there’s nothing worth saving.’ Thankfully by acting swiftly and showing my solution architect friend the exit we were able to save the account but it was a close-run thing.

I could go on…

What I've Learned: The Art of Clarity and Context

In summary, I’ve learned a fundamental lesson: Never assume knowledge or awareness of professional norms. Every detail, every expectation, needs to be explicitly communicated, preferably with the rationale clearly outlined. Providing context not only educates but also empowers individuals to understand the impact of their actions on client relationships and the broader brand image.

This process of laying out the 'rules of the game' — from the basics of appropriate attire to the nuances of client communication — is crucial. It’s about cultivating a culture of professionalism that aligns with the expectations of a services business. While some may be beyond hope (like my architect friend), most simply lack the guidance they need. The time and resources invested in providing this guidance are invaluable, leading to enhanced client satisfaction, elevated team professionalism, and, ultimately, a stronger brand reputation.

TL;DR:

• A common sense approach to professional services etiquette isn’t all that common.

• The importance of explicit, detailed orientation and education about professional norms cannot be overstated.

• Providing the 'why' behind these norms equips team members with the context needed to navigate client engagements successfully. This approach can help minimise misunderstandings and foster a culture of professionalism that enhances your brand.