Building relationships with customers
In every project, the client and the executor develop a relationship between them. This cannot be avoided because tasks are performed by humans, not robots. It is natural for a person to be in society and build relationships: business, friendships, romantic.
The client and the executor have the common goal - to complete the project qualitatively and on time. However, each of them plays a different role in the relationship.
☝🏻 A client is a person or group of people who have an idea and are willing to spend time and money to implement it, that is, a project. The client determines what the result will be, but cannot achieve it on their own.
☝🏻 An executor is a company or person who has the necessary resources and skills to carry out a project. The executor implements the client’s idea, enriching it with their own expert knowledge (for example, in the field of website development or consumer demand).
☝🏻 A project is a focused activity, limited in time and resources, or a set of steps to implement an idea. The result of the work on the product is a finished product.
In the client — project — executor scheme, each participant has obligations. They are enshrined in the hiring contract that the client and the executor conclude at the beginning of the project.
Formal obligations of the client →
- express the project requirements
- accept work and give feedback
- pay for the works
- provide content to the team, that is, informative content (texts, photos, brand elements) of the site or service.
The client has the right to influence tasks (for example, change or prioritize them) and the entire project as a whole (for example, increasing its budget and complexity).
Formal obligations of the executor →
- complete assigned tasks on time
- deliver results to the client on time
The executor is responsible for the project deadlines and the quality of the work performed.
Sometimes, the client takes on the tasks of the executor and vice versa. For example, an IT client from a company may break down a task for an executive developer, and the project manager, who is important for the result, offers features that increase the value of the developing product.
Informal Obligations
The client and the executor have informal obligations. They are not prescribed in the contract but directly affect the relationship.
A good tone for a product (or project) manager is to always do a little more than the client expects. For example, they can invite to an unscheduled call and discuss whether the client feels comfortable working with the manager and other team members. Sincere interest in the project and care for the client help build long-term partnerships.
☝🏻 Partnerships are the interaction between the client and the executor, during which they work together consistently to successfully complete a project. Participants in such relationships prefer cooperation over disputes and a defensive stance.
☝🏻 A successful project is a project that has met the formal and informal expectations of the parties, that is, the client and the executor.
The formal expectations of the parties are set out in the contract in the form of obligations to control their fulfillment. Achieving the project goals and meeting the client's requirements are the main ones.
The informal expectations of each party are different. Usually, custom development studios expect that, after a successful project, they will continue the relationship with the client: start new joint work, receive recommendations, and increase their reputation as a reliable executor. The client expects, for example, that the upper management will note them and allocate a budget for new projects or that they will become a market leader.
The executor should directly ask the client about their next cooperation expectations instead of guessing or waiting for their insight. When the executor knows what the client wants, they can objectively evaluate what they can influence and what they cannot.
To establish a good relationship, people need to communicate more → openly, honestly, and respectfully. Only in this way can you build a relationship in which everyone feels comfortable.
This also works in everyday life. When people talk about their expectations and do not hide problems from each other, it is easier for them to build relationships.
Five Tips to Help in Communication
Here are 5 universal tips that will help communicate with clients and colleagues and build partnerships.
- Fulfill commitments and warn in advance of problems that prevent their fulfillment.
- Listen carefully to the interlocutor and record all important information so as not to ask again.
- Communicate politely and respectfully, regardless of personal attitude. It is important to always remember that the manager is the forerunner of the company.
- Actively participate in the project and look for alternative solutions to problems if something went wrong.
- Ask clearly, respond quickly.
Results
- The client and the executor have the common goal - to complete the project qualitatively and on time. Each of them plays a role in the relationship.
- A successful project is a project that has met the formal and informal expectations of the client and the executor.
- The formal expectations of the client and the executor are set out in the contract in the form of obligations to control their fulfillment. About the informal ones, you should ask the client in advance and directly.