Tips for a Healthy Client Partnership
Being in the tech support business, unfortunately sometimes clients seem to feel that computer or software problems are our “fault”. This ED sends thank you emails, and compliments to specific staff. I have learned how long a way being appreciated can go. How can we help our clients to create a constructive partnership? So much of it comes down to individuals and understanding / addressing their default attitudes towards consultants / contractors. We have learned:
First impressions are important: The introductory meeting, the kickoff meeting – these first impressions last a long time.
Talk about the Relationship: Take the time to talk explicitly about the relationship itself – your desire to develop a healthy one, your expectations, how to contact you / your firm and get them to talk too.
Eliminate Toxins: With 425 clients over ten years, we have been hired by just a few organizations that resulted in “toxic” relationships. Assigning blame without background information, yelling, or telegraphing distrust are a few indicators. Before we make that decision we never want to make – to part ways - we have a heart-to-heart discussion, outlining again our expectations for the relationships and what type of behavior is not acceptable.
Email is No Substitute: Of all the activities we engage in, meeting face-to-face with our clients is the most important. This level of engagement connects us to the missions of the nonprofits in a way looking at a website doesn’t. It is required to develop the personal relationships at the center of a strong, mutually productive relationship. And when distance is a factor, picking up the phone is usually better than email.
The Match: Look at the match between individual client and individual consultant, and don’t be afraid to make a change in this area. As an example, some of our clients require real patience – and not all of our consultants are patient people. In other situations, the consultant might do better with a “thick skin”. If relationships need to improve, consider changing the people involved.
What Our Clients Say
"I had to take a minute to tell you what a joy it has been working with […]. He has certainly gone above and beyond for us as work towards finalizing our new and improved web site. Since we have been working together over the last two weeks he has been very accommodating, professional and patient with us and we are most appreciative. You are fortunate to have him working for you."
