Re-personalizing Client Relationships
7 August 2008
What You Expect From Your Clients is What You Will Get, though from a programmer’s standpoint, perfectly parallels the creative business world, where many speak ill of their clients, claiming “they don’t get it” and often looking down at them. It’s simply absurd; without clients, business would cease. The problem is most rampant where both parties have several layers of bureaucracy; the creative process is stripped of almost all personal interaction and communication breaks down.
Perhaps it’s stating the obvious that as long as clients are impersonalized as “them” and “they”, good communication and good service simply will not happen, and creative businesses depend on both.
37Signals’ advice is all about re-personalization. ”Instead of looking down at your clients, look for ways to convince, educate, and guide them. That’s part of your job… Start off by agreeing on your common goal: to create the best final product possible… (realizing you’re) on the same team and fighting for the same thing.”
Excise the cancer of complaining before it spreads.
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