Being a web designer or developer involves more than just building beautiful, functional websites. We play different roles depending upon the situation, project and client we’re working with.
One of the more common roles we play at Connect is that of a guide. It could be as simple as explaining how to make a feature do what our clients want it to, or it could involve solving a more nuanced problem.
We appreciate that each project presents exclusive needs and values. As a result, our approach is focused on creating robust and practical environments – establishing the most appropriate architecture for each client’s bespoke needs.
From time to time, we work with clients who are not particularly tech-savvy, and, as is often the case when someone is trying to accomplish something that is outside of their expertise, they can be quite uneasy with the process.
So, how do we go about making a client feel comfortable? By guiding them through the process.
Our first task is to create a comfortable environment for our clients to work in. After 21 years trading, we have found that a reciprocal approach works best, so we listen and ask questions in response. Our Senior Project Managers are PRINCE2-qualified practitioners – managing projects to ISO9001:2008 standard.
Having an open line of communication is a crucial part of building trust. When there is strong communication and mutual trust, the outcome tends to be much more successful for everyone involved.
After all, the relationship between an agency and the client can often be a long-term one – we have been working with Hewlett Packard on their HP-UX resource repository since our inception.
A comfortable client is a happy client
There is no magic formula for client satisfaction. More than anything, it’s a matter of respect, patience and empathy.
It’s important to remember that the roles of the designer and developer extend far beyond CSS and JavaScript. Even though they’re highly-technical lines of work, there is more of a human element involved than we tend to think. No matter how great our technical skills are, our ability to work with people is just as important, and we pride ourselves on our approach to client satisfaction.
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