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Is the client always right?

Questions from "The Question":

Is the client always right or should self-centeredness be suppressed? Are we talking about big customers, not grandmother in the stall?

The client is always right - this is a very controversial position in general. Although it is popular. Everything should have a rational approach, and if the client is wrong, it's better to say it. It is correct, it is not offensive, but it is not a question.

If we talk about the B2B sphere and especially about services for a business, especially a large one, then the client is always afraid NOT to be right. For one simple reason that he, turning to a partner or contractor for a service, does it most often due to the lack of such expertise at home. Accordingly, from the very beginning there should be an understanding that the performer has an opinion in this expert area, which means that he is responsible and it is he who tells how to do it, not vice versa.

However, there is a very important point here (exactly with big clients and B2B). You know how to provide the right service to the client, but he does not. But it is the client who knows his business and its specifics - and you (executor) have less expertise in this. That's why the balance of opinions is important, when you listen to the client and he listens to you, and no one stepped on the "sip" of objective knowledge. This is difficult to achieve, especially if the client is "bigger" and you are a start-up company with no name. But here I can only advise you two things:

Don't be afraid to tell the client that his proposal may lead to problems. If you have arguments backed up by facts and statistics, you can easily convey this.
Be 100% sure in your actions, do not confuse your subjective opinion and approach, with the real risks for the client's business. And no matter what, listen to even the strangest demands and requests in your opinion. Since your task is not to give a subjective assessment of the wording, but to convert such requirements into specific solutions. If in this situation, and in the planning process, you understand that such a requirement leads to collapse and is harmful to the project, we return to point 1.




Author: Sergey Ulyashenkov
Business