Eli Burford

Christian Web Designer dude from Adelaide. These are my ramblings, findings, pictures, etc.

Look after people, make clients, look after clients

In my line of work I don’t want customers, I want clients. I want to form a long-term relationship with them.

I have a service that they need, but I’m not the only one offering that service – and I’m certainly not the cheapest. But that’s OK, because if I do a good job then they won’t look elsewhere. They come to learn that I am friendly, trustworthy, flexible, etc. and so they keep coming back and don’t intend on going elsewhere.

It baffles me when an organisation treats (…mistreats) their clients in such a way that makes them feel like they aren’t worth anything – like they (the organisation) don’t need them (the client). Can they blame their client for going elsewhere?

I have had such an experience recently (as a [mistreated] client of an organisation) and as a manager of a small web development department this attitude towards – and lack of care for – their clientele completed baffled me.

It baffled me because I have been working on this within my department for some time now: to make the most of people who come to you, to treat them well, and turn them into clients – something more than just “customers”. That is, working towards a long-term partnership rather than a short-term engagement.

To earn that long-term relationship status you have to do some work. I’m OK with that.

Monotony collapses time. Novelty unfolds it. You can exercise daily and eat healthy and live a long life while experiencing a short one. If you spend your life sitting in a cubicle and passing papers, one day is bound to blend unmemorably into the next — and disappear. That’s why it’s important to…have as many new experiences as possible… Creating new memories stretches out psychological time, and lengthens our perceptions of our lives.