For the first year of Innova’s life, I was traveling to the New York/New Jersey area nearly every week, doing a mix of management and technology consulting that paid the bills but reminded me that living out of a suitcase isn’t my path to happiness.

Finding myself doing new kinds of work, I used to keep a text file of thoughts I’d fill in on the plane ride home. Limited battery life (to say nothing of my own failures) kept these from being too profound, but I often come back to them for a reminder that some really simple things can dramatically improve my effectiveness. This isn’t an exhaustive list–but those who consistently do 90% of these things would be superstars in nearly anyone’s book.

• Make decisions easy for your client. Clients are paying you to tell them what to do.
• Good consultants suggest what is done, not just how it is done.
• NEVER embarrass anyone at your clients’ business. People are smart enough to know who is at fault.
• Professionals are interested in outcomes. Your job is to create positive outcomes, not to go through the motions. It follows that there is no such thing as a bad outcome that isn’t your fault.
• Being effective nearly always means helping your client make more money. Your client may review financials before and after your work. Ask for a copy of the financials if appropriate.
• Help your client use you effectively. Steer your work away from things which are ineffectual, but remember that your client is paying you and therefor has final say in what you do.
• People love enthusiasm. Be sincerely positive with everyone you meet (and if you can’t be positive, you owe it to yourself to find something else that does make you happy).
• Identify the “so what” not the details
• Don’t create too many reports. It is easy to confuse a client’s love of knowledge with a love of reports. It helps to remember that your phone bill is also a report.
• People hate the word “No.” Translate the word “No” to an alternative suggestion if you can’t do what is asked.
• Travel with an agenda
• Turn your agenda into a list of accomplishments and review the agenda with your client often. Always ask if there is anything you can add.
• Get permission before talking to your client’s boss.
• Send thank you notes/emails within one day to anyone who makes your life easier while on the road. EVERY SINGLE TIME
• Always send a thank you to your helpdesk / IT contact
• Know how you will connect to the network at your offsite location before arrival.
• Laptop must be fast and work well to create a competent impression
• Don’t let projects wind down before they are mature enough to stick without your involvement. Fancy projects that don’t stick or don’t show results are not success stories.
• Show your clients little tricks to make their lives easier (Windows shortcuts, Excel formulas, etc.)
• Anything you touch which subsequently breaks will be your fault. Do not touch anything you can’t fix. Do not change settings on computers or networks.
• Let your customer know right away after you have fixed a problem they asked you to fix. Do not do this by email if email was down.
• Test everything you install. Shut down and test again
• Find problems before they occur
• Don’t cover your ass. Cover your customer’s ass
• Don’t use weasel words
• Show everyone how to open and use anything you install
• When you have to do something twice, learn from your mistake.
• Add to this list. You can always do better.