Five things you must do when you first meet your client

Most of the difficulties encountered in the design, development and delivery of a learning solution arise because commitments were made to a client at an early stage which either could not realistically be met or which would not provide the client with the answer to the problem they were facing.

Many learning professionals go into a meeting with their client forgetting that they are just that - professionals. They underestimate the value they can add to the relationship. They see themselves as service providers, rather than trusted advisers; people who take orders rather than solve problems.

It is not easy to turn this situation around because, to act as a true professional requires not only a sound knowledge of the principles of adult learning - it takes self-confidence and good consulting skills. This does not happen overnight, but you can build towards it if you follow some basic principles. Here are my five essentials for anyone meeting with their client to discuss a possible learning solution:

1. Be prepared. Your client will not appreciate it if you come in with absolutely no knowledge of their area of responsibility and the issues they face. It's like going to a foreign country and not being able to say 'please' or 'thank you'. So, do what research you can, so you can demonstrate some empathy for their situation. You should also note down the questions you really do need answers to, so you don't forget anything on the day.

2. Establish your credibility. If your client is not aware of your expertise, there is a danger they will treat you as someone who's there to take their instructions. Without boasting, explain what your experience is and the sort of projects you've worked on before.

3. Make sure you ask your questions. In the pressure of the moment, it's easy to just go with the flow, particularly if your client is dominant and is controlling the conversation. If you've done your preparation right, you'll know what questions to ask. You'll definitely need to know about the nature of the business need, what requirement there is, if any, for learning and of what type, the characteristics of the target population, and the practical constraints such as time and budget.

4. Avoid talking about the solution until you understand the problem. Chances are, your client will want to get straight on with it and tell you what they want - they've probably already got something in mind. This is where you have to be really assertive. Don't say 'no' to their suggestion, just keep working through your process, making it clear that you can only be really helpful if you have the right information.

5. Don't commit to a solution if you're unsure about it. Again, your client may be in a hurry and press you for a commitment. If you're absolutely sure this will solve the problem then fine, but if not, you should ask for the time to analyse the problem more fully. You may need to consult with colleagues who have more specialist expertise; you may want to check how other people have tackled the same problem; you may want to explore alternatives which might do a better job of meeting the need.

If you're looking for inspiration, think, what would a professional that you respect do in a situation like yours? A doctor? An accountant? An engineer? An architect? A financial adviser? A lawyer? Like you, they are being paid for adding value to a situation, not just carrying out instructions. If you behave like them, you stand a much better chance of agreeing a solution with your client that will meet their need, one that everyone who works on the solution will be proud to be a part of.