Is the customer always right?

When entering the initial consultation period with a client it is always important for us to listen to the brief and build a full picture of what the client is aiming to achieve. Often, it is web entrepreneurs developing a unique idea or an SMEs developing an ecommerce site for the first time that require most commercial guidance in the web domain.

Experts are there to ask the right questions and explore the answers with the client. Experience of many different clients facing similar challenges and the observed level of success helps us challenge ideas, to reinforce and to develop them.

Consultation meetings often turn into ad-hoc brainstorming sessions where creative ideas are sprung from the shared knowledge – frequently dramatically, but positively changing the client’s initial vision for their online business.

From time to time, clients can be set on an idea that we would not necessarily agree is the best way forward. In these situations, it is still our duty to explain alternatives and our thoughts about why we think there are better ways – even if we’re not always favoured for doing this! It is important that our clients are successful and to do this means challenging ideas and using the knowledge of the team to develop these ideas.

We often advise our clients to develop in a phased approach. Splitting the project up into smaller chunks not only spreads the cost but also allows the success of phases to be measured before proceeding to the next. This reduces the risk of the project and adds key flexibility and measurability.

So, what I’m trying to say is - what the client wants is not always what we think they should have. But whether we agree or disagree, we’re still duty bound to share our thoughts and help paint a realistic picture of running a business online.

David Lythgoe

Comment from Spencer G -

"In my humble opinion (and i'll write less words than David) the customers who have sought advice from us, considered our opinion, then taken decisive action have been the most successful. The clients that tell you what to do, are the ones who often fail the most.

So is the customer always right? Honestly? Yes from experience, as long as we are talking about the ones who make their decisions by being collaborative and then taking directive decisions and standing by them whilst learning from them. Which do seem to be the type of customers we attract!