Ming Tsai
Managing Director & Chief Client Officer
Infosys Consulting
Excellence in Client Services
Inside Infosys Consulting, managing director and chief client officer Ming Tsai is known by colleagues as the "Smiling Assassin" for his optimistic, creative, never-say-die attitude.
On the phone, Tsai sounds different than many other consulting veterans. Maybe that's because Tsai begins the conversation by listening. "I've been around too many people who like to hear themselves speak, and who don't give their clients time to share their thoughts," he says.
Tsai's conversational skills, which are part of his client service package, come even better than advertised. He does more than talk; he inspires a collaborative discussion—and he's willing to share his take on some keys to excellent client service.
"First, you have to be active listener, meaning you've got to hear what the client has to say and participate in the dialogue," he asserts. "You have to be a good conversationalist, somebody who can hear what the client is saying and then react in real-time and ask the provocative or probing question. … The conversation should force the client to think in a way that maybe they didn't think before. To do that, you first have to listen to what they have to say."
Second, says Tsai, successful client service hinges on flexibility. Tsai recounts a recent final pitch to a large company. The first third of the half-day presentation had fallen flat, so Tsai's team called an audible, asking for a 10-minute break to regroup. After huddling and re-focusing their pitch, Tsai and his team returned and knocked the conference room audience dead. "You have to be able to think on your feet."
Third, Tsai emphasizes showmanship—not of the over-the-top variety, but more along the lines of a well-placed joke and a strong stage presence.
Finally, he says it pays to practice. Throughout his years as a partner, Tsai has sought out opportunities—including campus presentations to MBA students, keynote speaking engagements and even internal workshop facilitators slots—to keep his active-listening and showman skills honed.
—Eric Krell
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