I think it's time to use another Quote of the Week from Dr. Maister's work product. Below is a blog post Dr. Maister wrote about what a great client is.
Great Clients
One of the blogs I always read is Dennis Howlett’s AccMan. He mostly focuses on the uses of technology in accounting, but every so often he throws in a gem of really valuable general wisdom.Here’s his list for how he characterizes great clients:
For me, I'd add:
- Wants thorough solutions, not quick fixes
- Is an admirable person of honor, integrity and principles, who it is a privilege to serve
- Wants a true dialogue, not just an agent to implement or advocate their pre-fixed conclusions
- Gives me enough pre-meeting homework so I can come to meetings prepared and give of my best, instead of having to react on the fly
- Helps me understand and prpeare in advance for organizational politics
What would you add as descriptors of great clients?
The CEO wouldn't add that much, except that I would expect a vision at the end of what the client wants to accomplish either easily understood or kept w/in a six-sentence paragraph (should be much less, but I lack the economy of words I would like). Having a clear objective is very helpful in being economical with time, money and other resources plus quality control. One comment on Dr. Maister's blog summed this up very well:
Jimmy Blackmore said
http://www.valmux.com
For us, the best clients are almost always the people who listen, consider, and then accept, reject, or expand on the ideas presented. The same can be said for the best vendors. It's a two-way street with the best projects often resulting from mutual respect and understanding.
posted on Saturday, May 12, 2007
Also, having invoices paid when they'll be paid is very helpful in this low-margin business. Or an apology and preferably only one extension would be much appreciated and graciously recieved... as was with the case with one client recently.
Finally, I also get torqued + turned off very quickly if/when clients decide to play 'need to know basis' with Skagit IMS - especially when that final product is going to be shipped off to federal & state agencies with my business name & my name on it and there's a ton of (mostly taxpayer) money involved. In fact, I'm having a series of difficult conversations with one client who's gotten itself into a world of agonizing, expensive and likely reputation-damaging hurt + being taken advantage of by another consulting firm Skagit IMS was working with who's overbilling that client after being warned of the client's elected officials' opposition to paying more than the "anticipated" amount - mostly, but not completely, because of a lack of transparency at the right times. As this blog is a business blog, not a 'Saturday Soapbox' or gossip rag, the client shall go nameless.
On the other hand, I have great clients who are transparent, team players, pay promptly and tell me more than I need to know. Clients who would never allow consultants to conduct intrigue against or on one another, clients who expect high quality work and in return keep things at a very high level. Happy to work with them anytime, anyplace, anywhere at their page and do 'extra credit'.
Bottom line: The CEO hopes prosepective & current clientele read this blog post as a short list of expectations of Skagit IMS towards its clientele. Of course, a dialogue is always welcome. Now, go take on the week!
