. jack and the bean stalk .

I just sat down with one of our biggest clients to discuss several projects currently on the table. They are very personable and have developed a great working relationship with us over the 5 years. They are a great client being that they are very responsive and always tend to our questions and need for content in a fast and efficient manner. But I don't need to kiss ass any longer.

The meeting this afternoon brought about some very simple points that we should all bring into meetings with new clients, old clients, potential clients and so forth. We live by the mantra that no client is too big or too small. We've built websites that are over 190 working pages and also created sites that are one-offs (all of the clients information / contact / etc all on one simple page). With each job comes a new set of obstacles and challenges but the focus is always the same: Make them believe they are our only client.

So often I hear stories from clients who tell us of their past experiences with design firms and ad agencies and the song they sing, especially with agencies, is that it was like being at the meat counter: "Pick a number". . .

I am not, by any means, knocking agencies or larger studios, simply saying that though we're small the goal is still there, make it happen quickly, efficiently and with the client in constant contact. You can read into everything and anything someone says but until the effort is put forth and a solid product is the result of said effort one can only speculate.

We don't want to scare away Billy the Baker and Harriet the Hairdresser just because they are a one man/woman shop with very little capital for advertising. We welcome them with open arms because if their marketing and overall identity is solid it will build relationships and instill trust with potential customers. But I digress from my point. The point is this. Both, Billy and Harriet, will experience the same attention to their needs as our AT&T and t-mobile clients and feel as though they are the only one we are working with at that given moment because we are so fast to respond and eager to create a time-tested product for their business.

Several simple points for making this happen can be as simple as dropping in with coffee for the office. Respond to their emails right away. Even if you have nothing to update them on, assure the client you are working diligently to deliver by the respective check point (which reminds me, create a timetable to give your clients an idea of when they can expect to SEE something). Send the client an "end of the day email," it only takes a few seconds to shoot someone an email to say "hey" and keep them in the loop. Return phone calls as soon as possible and follow up emails with a phone call, especially when delivering files. So often people don't use one of the greatest inventions of Sir Alexander Graham Bell to communicate. It's all left to email and text messaging. The spoken word is truly lost and communications are left to technological means which makes us sad.

At the end of the day love what you do. Check in with yourself and make sure you're putting frustration aside to complete a task to the highest level of quality and one which suits your clients needs. Go above and beyond what's expected to leave an impression they soon won't forget and always give them an idea or two that will keep buzzing in their brain and keep them coming back for more.

In the famous words of my good friend in the business: Justin Brodeur: "One to One Son!"
It's all about the one to one relationships that allow our business to grow upwards and outwards one client at a time. Make it happen and keep checking back for more . . .

cheers,
the franchise
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