Trust and Communication
October 27, 2005 at 12:41 PM
How Magazine has a surprisingly good article by Pat Matson Knapp entitled What Clients REALLY Want. These principals such as setting expectations with the client up front and offering clear communication are what we in the web industry should be thinking about every time we take on a new client or project. We are in the service industry and we should start thinking along the lines of service industry level trust and communication. Sure, we all make mistakes, if we didn't we wouldn't be trying hard enough, but it is most important to learn from our mistakes and figure out how to avoid them in the future. Moving the web forward isn't just about technology and cool tools, its about regaining our client's trust and clearly communicating with them. I always ask myself, "if this was MY web site, how would I want it handled" and try to maintain my relationship with the client along those grounds.
It's an excellent list, but when I read it, all I could think was, "This isn't exactly breaking news." I don't mean that in a I'm-not-impressed sort of way, but frankly, I would expect that everybody who honestly cares about their bottom-line would behave according to these principles.
You'd be surprised.