Work with the client – not just on the “project.”

February 15th, 2004

We are project people in the web business. This is a fact. We survive on projects. As we finish a project, we start a new one. Sometimes these projects overlap. Naturally, we start to view our clients as projects. That is, a client is a project – something to finish, complete and move on. Not so! Don’t fall into this pit. Let me explain.

A project has a start and a finish. You create a design, produce the website and then ultimately deploy it, right? Even though we know “a website is never finished,” a web project does have a finish. But, be careful this mentality does not cross over to your relationship with the client. I have seen this change start to creep into the relationship slowly, but tends to increase pace as you near the virtual end of the project. This is just the point in time when you must maintain the relationship with the client, not the project.

I strive to create a connection with the client. I use particular dialogue to strengthen the relationship and grow our potential, together. The minute you start to associate your client with a particular project is the time your connection will end. A project ends, yet a relationship can go as long as you maintain it. However, it is much harder and more lengthy of a process to maintain a relationship versus a project. How do you work with the client and not just on the “project?”

Every communication, whether email, face-to-face, phone or any other, should be a connection point for you and your client. Chances are the client is asking for advice, being presented an idea or looking for help. This is exactly the time and place you must act. Typically, you feel your work should speak for itself, as it should, but only you can create a connection with the client. I tend to use dialogue such as, “we are committed to you,” or “this work is important to us.” Sometimes stating the obviously has a significant impact on the relationship. Also, make sure your client is aware of the effort you are putting forth on their work. The client knows you have other work. They know you have competing projects in your workload, but make sure each client knows when and how hard you are working for them. I often say to my clients, “we are working hard for you. We are determined to meet your goals. Your success is our success.”

Now, those of you skeptics out there may think this is over-kill. Not so. If you are genuine in your commitment and are working hard for the client, make sure they know it. Do not assume anything and be certain to state the obvious. If you see a colleague busting their butt, working late or really laboring over the work, the client needs to know this fact.

What is the potential? You associate your client with a relationship, not just a project. Your client knows you are talented and committed to them. When the times comes for more work, that is, more projects, they will naturally come to you. The client knows you work hard and are there for them for whatever their need may be, large or small. They know they can pick up the phone or send an email, and you will be there – committed to them.

It works.

Posted in Strategy | Permalink

Other Recent Posts:

 

Powered by Wordpress - Entries (RSS)