| February 2006 |
| By Joseph Faillace |
As a Management Report Writer I am expected to create ad hoc and automated reports for upper management reporting and data collection, providing the businesses I serve a good understanding of how efficiently their companies are running. My current position requires a broad understanding of Crystal Syntax, VBA, and SQL languages as well as a good understanding of aesthetic reporting requirements for management. My day-to-day work depends on three factors: the creation and generation of ad hoc Crystal reports similar to previously created reports to serve an immediate metric need of upper management; ongoing work on the long term goal to create and automate a suite of Crystal reports which are to be scheduled through Crystal Enterprise to serve the companies metric and reporting needs for years to come; the creation and modification of Access applications used for data entry and storage to provide data for metrics. That being said, almost as important as my technical knowledge and capabilities, it has been my ability to become part of the current business culture that has secured many long term and successful positions.
A Management Report Writer must learn the dos and don’ts of the business culture because we depend upon a non technical client for our requirements. I have seen many fine developers who had more than enough technical knowledge fall out of the good graces of their client because they did not learn how to act around IT outsiders. Below are six suggestions on how to interact with clients in a Management Report Writer environment.
Document Verbal Requirements
Often times you will be called into your client’s office so they can tell you what types of reports they are looking for. You will rarely get a detailed spec sheet of what the requirements will be and how it is to be implemented. It is up to you to get the information you need to please the client. Diligently write down what your manager is asking for and ask a lot of questions. When you believe you have all the information you need, send a document to your client reiterating in detail what they are asking for. Follow up with them to make sure that your e-mail encompassed everything they need. You may find that a lot got lost in translation. This document will save you and your client time and frustration by ensuring accurate design criteria.
Stop By Every Day
Try to stop by your client’s office every day unless you are expressly asked not to. But be mindful. Clients will say that they want their consultants to be able to work independently. What they usually mean by this is that they do not want the consultants coming to their office dumping a bunch of problems on them which they hired you to solve. When you stop by you client’s office, keep the conversation light. Ask them how things are going, how was their weekend? Be friendly. If you don’t like your client, that’s your fault. Even quirky clients can be enjoyable if you can learn to enjoy human nature. By making a habit of making quick daily visits and keeping things light, your client will be reminded that they have a consultant who can serve their needs. They will begin asking for things they may not have thought of or remembered if you had not stopped by. The client feels better knowing that they were able to remember some further benefit that you can provide while working there. Also, as you are about to leave their office you can give them a quick update of important projects and what you are going to be working on that day or the next.
Train Your Ears to Hear Complaints
It is not good for you to complain but to listen to the complaints of others. This can be extremely useful. You want to be a good listener and train your ears to hear problems. We are in the business of solutions and, like a doctor, if you can find out where the hurt is you can often provide the remedy. Your client’s complaints can become some of your most successful innovative ideas.
Don’t Say “No”
IT in general has a reputation for saying “no” to requirements. Clients scratch their heads and wonder what they need IT people for, if we can’t deliver what they want. We as IT consultants are too smart for our own good - we look at requirements and the timeframe we are given and the first thing that comes out of our mouth is “no”. Why not let your client carry things to their own logical conclusion? Tell them that you can make an elephant come out of the sky for them. All you need is 40,000 man hours and a $10,000 crane. But don’t be sarcastic. They may want to purchase a $10,000 crane. Let them tell you if 40,000 man hours is too much. If they say “no,” tell them what you can do for them within their budgetary or time constraints. Be the person with solutions, not the one who always tells them “no.”
Weekly Highlights
Send out weekly highlights explaining what you are working on and the progress you are making. Remember your audience and write in laymen’s terms. Also combine all the completed projects into a summarized quarterly highlights document. Remember you want to continually remind your clients that they are getting a valuable commodity. They sign your check.
Be Dependable
Consultants usually have a lot more freedom than regular employees. Do not allow these freedoms to become a vice to you and an irritation to your client. Dress sharp, work regular office hours...be dependable. You’re a contractor and you should hold yourself to a higher standard than regular employees do because part of your business is sales. You are selling yourself and your company to them. One bad client relationship could sour future clients from using you as a contractor.
After reading this article if you decide that Management Reporting is for you, keep the six suggestions above in mind, but don’t get bent out of shape about trying to follow it to the letter. Being a Management Report Writer can be a lot of fun if you don’t take yourself too seriously. As you grow in technical and business skills you will find yourself doing a lot of these things naturally. Anyway, good luck to all of you job seekers out there in whatever path you decide to follow.
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