Niraj Lad on meaningful client conversations and building trusted partnerships

How listening builds stronger client relationships

Business development expert Niraj explains why listening to clients is more important than explaining what services you can provide.

How did your career path in business development begin?

After graduating in chemical engineering, I imagined myself working on technical projects, applying what I had studied and building expertise step by step.

My first role as a graduate trainee was with an engineering, procurement and construction organisation in Mumbai, India. But within days, an unexpected conversation changed the course of my career.

My chief executive at the time suggested I consider business development. I remember feeling surprised, even resistant. I had trained as a technical engineer. Why move away from that so early? But curiosity got the better of me. I decided to explore, read, observe and give it a genuine try. That one decision changed everything that followed.

What first brought you to Mott MacDonald?

I first joined Mott MacDonald in 2010, working on business development in the industry sector. The difference in culture here was immediately clear.

Previously, I found myself in workplaces where hierarchy mattered more than ideas and ownership was limited. Those experiences taught me something important: freedom of thought and respect matter as much as the work itself.

When I joined Mott MacDonald, I never felt like ‘just an employee’. There was trust – trust to manage my time, define my approach and focus on outcomes. That sense of ownership made me feel responsible, invested and proud of the work I was doing.

How do you make client conversations more purposeful?

Early on, I thought business development was about explaining what we could do. I have since learned that it’s far more about listening.

Clients don’t just want technical excellence or competitive pricing. They want authenticity. They want to trust you when you’re not in the same room. That means being honest about what we can and cannot do, being realistic about timelines and offering solutions that genuinely serve clients’ long term needs.

Some of the most meaningful client conversations I’ve had were when I paused and said to a client, ‘What if we do this differently – and here’s why.’ Not every client relationship works out, and that is okay. What matters is building the right partnerships, not all partnerships.

What practical steps improve problem solving for clients?

• Ask, why? Understanding the reasoning behind decisions leads to better solutions.
• Listen more than you speak. Often, the real problem reveals itself if you give it space.
• Take notes. Conversations matter and clarity protects everyone.
• Don’t be afraid of doing things differently. Some of the best outcomes come through innovation.

Can you think of a project where close client engagement improved outcomes?

I’m really proud of our partnership with Croda, a global speciality chemicals company, to establish a new greenfield facility in Gujarat, India. The inauguration of the plant earlier this year was a major achievement after three years of continuous hard work and collaboration between our industry team and Croda.

From concept through to commissioning, we worked in partnership with Croda’s project and operations team – overcoming difficult terrain, monsoon risk and the challenges of integrating digital safety, security and operating systems.

A shared responsibility for safety was embedded across the project workforce, which guided every activity on-site and fostered continuous learning. That resulted in 5M safe construction hours with zero lost time injuries.

What advice would you give to someone starting out in their career?

My advice would be this: be open to change and stay curious. Your first role doesn’t define your entire career. What matters is how you learn, how you treat people and how willing you are to grow.

Look for organisations that value trust. Seek mentors, but also learn from everyday interactions – over coffee, in meetings and through observation. Most importantly, do work you can stand behind with honesty and pride. Be ready to challenge yourself.  Whatever the task or activity, try to get a deep understanding of "why" it is required. This is most interesting and rewarding part, which makes your professional journey more meaningful.

What makes a fulfilling career?

I left Mott MacDonald in 2015 and rejoined three years later. One of the reasons I wanted to return was the culture. What continues to motivate me is being part of an organisation where people are treated equally, ideas are valued and responsibility is shared. I’ve had open conversations with colleagues at all levels, without barriers. That openness, combined with recognition for effort and impact, is what keeps me engaged.

For me, a fulfilling career isn’t about following a straight line. It’s about finding meaning in the work, building trust and leaving things better than you found them.

Outside of work, what helps you switch off?

I enjoy cricket and played for Mott MacDonald’s team in inter-consultancy matches early in my career. I was the opening bowler.

Garba, which is a traditional Gujarati dance, has also been an activity I’ve liked throughout my life. I participated in many events during my childhood and I was awarded the best dancer at an event we held at our office in October 2024.

I’ve also travelled to many places in India from north to south and east to west but there are many places that I am still to explore. One trip still on my bucket list is to motorbike to Leh/Ladak which I am keen to explore in near future.