Jan 18 2010
Last year we had the good fortune of signing some new clients - good folks just trying to earn a buck like anyone else. Sadly, though they had the misfortune of having dealt with not-so-great designers, developers and/or hosting companies prior to getting in touch with us. While some other agency or company's mistakes and lack of customer service is clearly our gain, it's also a sign of a trend that gives my industry a really poor reputation. A trend that I've noticed before, sure, but felt even more pronounced last year.
I can't help but wonder what it is about some developers, designers and hosting companies that feel they can simply brush off any client as if they weren't worth anything? Is there some sort of priority for clients? Are some worth more than others? I would hope not! And even if there were, does that mean those on the "lower tiers" are okay to treat like garbage?
Is the reputation of these developers not valuable enough to treat every client like they're the lifeblood of the company? Or is it that they just don't care?
It's completely baffling to me. And what's all the more interesting is that these clients, while respectful enough of even someone or companies that have treated hem like garbage, won't bash or trash these companies. They don't make their frustrations a secret, but names don't always get named. And saying a bunch of 4-letter words about them doesn't happen either. It ends up making the developer look like a total jackass, pardon my French.
We have a responsibility as web professionals to treat our clients - all our clients - like they are the only ones or like they're the ones win the deepest pockets. Not doing so is not only a disservice to the client and oneself, but to this industry as a whole. If you can't provide excellent - not good or decent - but excellent customer service you probably should switch jobs. Perhaps one where you don't have to deal much with customers.