Treating Clients Like Clients

Customer:
“Someone who buys a commodity or a service.”

Client:
“Someone who’s under the care and the protection of another.”

There’s a huge difference here in how you treat each of these. If you’re selling a product, you typically refer to the people that make a purchase as your customers. If you provide a service, you’ll typically call them clients.

Web and Graphic Design Clients

One thing that I notice with web and graphic design companies is that while many talk about clients, very few treat them the way a client should be treated. There’s a lot of bitching and complaining about clients, and their “stupid” expectations. From what I’ve seen and heard, most of these client relationships seem more adversarial than anything else. There’s a reason why websites that bitch and complain about clients are popular.

So while many shops claim to have “clients”, few treat them as such.

What would happen if they were treated as someone “who’s under the care and protection” of the companies they’ve hired?

What if you genuinely looked out for the well being of each and every one of your clients?

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Estuardo

Interesting thought… I can recommend a very effective way to separate these 2 and focus your energy on your “clients”; this is what we do:

at the end of every year, we add up all the invoices the company charged and organize them according to each client. Then, we separate the top 5 to 10 (in money amounts). Then, we start (bottom-top) recognizing common problems we have with each of them, and come up with solutions so that next year, we can provide better customer service to each of them. Finally, we summarize the solutions and put them into action trying to evaluate, on a monthly basis, if they are producing a positive impact.

This can be very effective because you can work on custom-solutions for each of your top-clients, recognizing their unique qualities and building strength on them, instead of trying to improvise short-term solutions on a daily basis, that will, ultimately, drive you crazy.

Ruben

That’s a really interesting approach. Good stuff. I really like it!

Anas Younus

This is first time ever in my life i have got such a remarkable way of thinking about the major issues like that. Thank you so much.

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