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Passion, People and Principles

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Great Clients

post # 358 — April 19, 2007 — a Client Relations post

One of the blogs I always read is Dennis Howlett’s AccMan. He mostly focuses on the uses of technology in accounting, but every so often he throws in a gem of really valuable general wisdom.

Here’s his list for how he characterizes great clients:

All cards are played face up

  • Mutual accountability
  • Willing to share whatever is necessary to get the job done
  • Constantly probing to find the best solution
  • Time is no barrier
  • Eager to learn…and to teach
  • An ‘always on’ response mechanism
  • Keep up the pace
  • Express thanks
  • Accept value based pricing

For me, I’dd add:

  • Wants thorough solutions, not quick fixes
  • Is an admirable person of honor, integrity and principles, who it is a privilege to serve
  • Wants a true dialogue, not just an agent to implement or advocate their pre-fixed conclusions
  • Gives me enough pre-meeting homework so I can come to meetings prepared and give of my best
  • , instead of having to react on the fly
  • Helps me understand and prpeare inadvance for organizational politics

What would you add as descriptors of great clients?

20 Comments

Liz Zitzow said:

Pays upon reciept of invioce. Even better, pays in advance.

Understands the fact that all my clients are in the same boat and have the same deadlines, so they don’t call close to a deadline unless it’s an emergancy.

My biggest peeve: I ask for something to finish the paperwork, and they reply wiith “I gave that to you already.” No, you didn’t. If you did, I wouldn’t be asking for it now. An acceptable alternative is “I gave that to you in an email on the 15th”. Then, at least I can check the emails from the 15th and confirm that no, they didn’t send it; rather than having to double check everything they’ve ever sent me to confirm what I already know: that they didn’t send it to me.

posted on April 19, 2007

Peter Darling said:

Great clients trust me enough to let me do my best work, even, or especially, if that means pushing them outside what they’re comfortable with.

I’m a business development consultant. I specialize in working with law firms, and other professional services clients. My job is to push the envelope a little, to get them to think about and do things that they otherwise wouldn’t — to market a little more aggressively, to try a new method, and so on.

Especially when it involves creativity, doing this often makes clients more than a little nervous. But if they’re really good clients, they try it anyway, because I recommend it, because I’m there to help them, and because it makes some kind of sense.

When that happens, I can do incredible work for them, because the focus is on the work, not on the risks, politics, or what everyone else is doing. Trust is inspiring.

posted on April 19, 2007

Susan Martin said:

Ditto Peter, but as a business coach, I’d add:

  • Want to make positive changes
  • Aren’t afraid to look inside and be honest with themselves
  • Understand that good things are worth working for
  • Committed to their business and personal growth
  • Are ready and willing to do what’s necessary to achieve their goals

posted on April 19, 2007

Richard Becker said:

For us, the best clients are almost always the people who listen, consider, and then accept, reject, or expand on the ideas presented. The same can be said for the best vendors. It’s a two-way street with the best projects often resulting from mutual respect and understanding.

In other words, we listen and consider client feedback. Positive or laterial changes are accepted. Changes that might detract from their objectives are pointed out, allowing them to make an educated decision.

Oh, they pay their bills. That’s always good too. :)

posted on April 19, 2007

Dennis Howlett said:

Thanks for the kudos David. On the bill payment issue, if there is mutual respct, billing and payment are non-issues, in my experience.

posted on April 19, 2007

Stuart Cross said:

David

I fully support your list, and most of everyone else’s. My addition would be that my favourite clients are people who ” enjoy the ride” – they take the work seriously, but not necessarily themselves.

Stuart

posted on April 19, 2007

John said:

I agree with everybody’s list. It certainly applies to clients in general. There may be things that we alone like from our clients, but i am sure that they are not specifically important.

posted on April 20, 2007

John said:

I agree with everybody’s list. It certainly applies to clients in general. There may be things that we alone like from our clients, but i am sure that they are not specifically important.

posted on April 20, 2007

Amit said:

I think it’s always more fun working with a client who is (a) at the cutting edge of his/her industry, and is always out to increase the lead (b) is looking at the engagement in a broader sense than the task at hand, and wants to really use your talents.

posted on April 20, 2007

Brad Farris said:

I thought that the last item on Dennis’ list was particularly interesting — Accepts Value-Based Pricing.

As an advisor to professional service firms I’ve noticed that those who want to offer value-based pricing to clients have a hard time accepting it when it’s offered to them. For instance, a design firm that focuses on hourly rates when choosing a copywriter rather than looking at the value they provide, or an attorney who trys to hire less expensive IT help rather than paying fairly to solve the problem.

Why is it that those who understand value pricing as a seller, don’t like it when they are a buyer? Any thoughts?

posted on April 20, 2007

Dennis Howlett said:

If *you* are honest about this approach then you accept value inputs. Anything else is hypocrisy. Having said that, value is subjective so working through that *can* be difficult.

posted on April 21, 2007

Todor Christov said:

And one from me – a Great client is someone you can (almost) call “a friend”.

posted on April 22, 2007

Nancy said:

I really like clients that are understanding. Not in away that they will be loyal to you even though you are not sufficient with the service, but understanding enough to be considerate of small details that occur sometimes. We are just human and we can’t be perfect.

posted on April 23, 2007

Wally Bock said:

In addition to the above, I would add the following.

Has clear expectations and is willing to work to make sure we both understand them.

Makes an effort to understand and meet my expectations.

posted on April 23, 2007

Kate Morrison said:

I agree with all the qualities that a client should possess. Especially I greatly appreciate dealing with thankfull clients who are always ready to say thanks for all your work. And also who can understand or just try to understand you and what you are doing.

posted on May 11, 2007

Jimmy Blackmore said:

For us, the best clients are almost always the people who listen, consider, and then accept, reject, or expand on the ideas presented. The same can be said for the best vendors. It’s a two-way street with the best projects often resulting from mutual respect and understanding.

posted on May 12, 2007

Richard Becker said:

Wow, Mr. Blackmore. I’m glad to see you liked my earlier comment enough to resubmit it.

posted on May 13, 2007

David (maister) said:

Richard, there is no MR. Blackmore – I’m suffering from an onslaught of spambots which have found a way to make themselvess look like real people by copying text from previous commnets.

My webmaster is working furiously trying to solve the problem!

posted on May 13, 2007

Richard Becker said:

David,

I noticed after posting. I am sorry to see your blog has been targeted in this way. Best of luck to you and your webmaster!

posted on May 13, 2007

Cash advance said:

In client relationship, trust and partnership are a goal and a state of being. Never regard your agency as a vendor. Share sensitive information. Understand rejecting ideas is inherent to the process, not indicative of failure. Hiring a good agency is retaining a team of smart consultants

posted on April 17, 2008