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Client’s Needs, Client’s Wants & Finding the Balance
Since a healthy percentage of Reencoded readers deal directly with clients, it’s time we take a closer look at how to deal with them. It’s not uncommon for a client’s wants and a client’s needs to head in completely different directions. Hopefully these tips will help you draw the two back together and provide the client with a product or service that they’re happy with and that suits their requirements.
Pull Out the Info Let’s call our generic client “Joe”. Sometimes Joe is mixed up and doesn’t know what he wants or needs. After all, we’re the professional in our areas of expertise, not him. If Joe already knew what he needed and what that would require, he probably wouldn’t need us. Sometimes, Joe asks for ‘a new website with a few pages’. That’s a decent start, but we need more info. How many pages does Joe need? Does he need to update them frequently? Does he need X, Y or Z with it? More often than not, he hasn’t thought about some of these questions so his answers may be based on a ‘that sounds nice’ mentality. That’s fine if Joe has a budget for things that sound nice, but more frequently, clients have budgets they need to adhere to. After discussing the different facets of the project for a few minutes, you’ll have a big list of wants and needs. From that list, you’re expected to come up with a solution that meets most of them for a great price (whether that’s realistic or not).
Sift Through the Results Try to see what a person in Joe’s position will be using your product or service for and see where those uses intersect his requests. Those are probably the majority of the needs. The other items are likely just wants, but there’s a lot to be said of wants.
Joe Is the Boss, But You’re the Expert In most cases, Joe has hired you and is consequently your boss. That means he gets the final say in things and if his budget can account for some of his wants, they better be there. Adopting this mentality can be healthy, but only in moderation. Don’t just blindly follow everything Joe says, that’s probably not what he’s paying you for. For example, if Joe can’t even spell “HTML” but says he doesn’t need a CMS to update his content, he’s probably wrong. WYSIWYG editors can only do so much and can sometimes destroy layouts with their “helpful” code editing. A shiny new site that Joe can’t modify when he needs to doesn’t do him much good and you shouldn’t count on any more business from him in the future. Don’t be afraid to let Joe know that his expectations may not be realistic. Be firm, professional and honest and he’ll see the light.
Finding the Balance So how do we actually settle on what to give Joe? Look at things in the following order and give a little more weight to the items further up the list. 1. Joe’s budget
2. Joe’s needs
3. Joe’s wants
4. Joe’s expectations
5. What will make Joe happy now
6. What will make Joe happy in a year Joe’s Budget
If items 2-6 are perfect and the cost is way over budget, you’re not going to get the job anyway. At the end of the day, cash is king. Joe’s Needs
If Joe doesn’t get what he needs, you’ve failed as a service provider and he’ll realize it sooner or later. Expect this to be the last time he asks for a quote. Joe’s Wants
As I mentioned earlier, Joe’s wants are just that. Either provide a solution that incorporates all his wants or be absolutely sure he knows he’s getting something that doesn’t. Joe’s Expectations
Face it, sometimes Joe is unrealistic and irrational. Before you commit, it’s your responsibility to bring in the reins on his crazy ideas and only move forward if you’re on the same page. Making Joe Happy
Happy clients come back for more. Happy clients tell other people that they’re happy with you. New, happy prospects make new happy clients. Happy Joe means a happy you. Every once in a while, you’ll be able to ace all 6 areas, but most of the time you’ll have to sacrifice in at least one to get the others in line. Use your judement and these tips to provide and knock-out solution that Joe will love. |
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