The Greatest Client Service

Clients and vendors, vendors and clients.

I’ve been on both sides numerous times.

As a client, you know what you want, you communicate what you want, and wait for the vendor to deliver. If you’ve picked the right place, you’ll not only get what you asked for, but they’ll throw in some extra ideas and insights—like icing on the cake.

As a vendor, you hear what they want, you communicate what you think is best, and you hope the client is happy with what you deliver. If you have communicated well, you not only make your client happy, but they will also trust you like a great advisor.

Several years ago I was working on a client’s website and they wanted to do something that I didn’t agree with. Both from a strategy and design perspective. I stated my case regarding both. They listened and the conversation evolved. In my mind, it was settled. I was the expert, after all.

A week later, my client asked if I had made any progress regarding they’re request. I was taken off-guard. Remember, vendors are the experts? However, with my experience as a client, they’re is nothing more frustrating than a vendor who doesn’t listen.

You see:

Serving the client is the most valuable service you can offer.

So, I offered a creative solution to implement my client’s request.

From a design and strategy perspective, I’m almost embarrassed to show the website as a sample of my work. But then again, the client couldn’t be any more happy.

Success as a vendor isn’t found with shiny graphics and stunning development, it is found in clients who trust you.

How do you strike this balance?

// Photo Credit: oooh.oooh via Compfight cc

2 responses to “The Greatest Client Service”

  1. Riley Adam Voth Avatar

    Pretty much this exact situation, multiple times, has almost completely made me give up on creating websites for others. At the very least I kinda evaluate on, if I wouldn’t want to show it off in my portfolio, should I really commit to work on it? Ha! Selfish perhaps, but how do you work on something you don’t feel proud of or think will even be a good thing for that client!?

    1. Eric Dye Avatar

      It’s a difficult balance, I suppose. Perhaps it comes down to better communication and gaining a clients confidence. I think it’s even more difficult for those of us who are not working for a creative group or for those of us who are not an established high-end designer. :shrugs:

      Like yourself, I’ve steered away from gaining more clients and do this mostly on the side and in my time margins. I’m not sure how I would fare if I did this ALL of the time. 🙂

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