The man who mistook his client for an iPhone

We have taken on board a new client and have added in some quite innovative ways of working to our service delivery including using a project management extranet, hotdesking at the clients’ premises and a very collaborative method of developing work. Yet they don’t seem that happy – are clients just getting more demanding and we will never satisfy them?

Yes they are getting more demanding but it may be not be anything to do with you and your agency. Everyone is under the cosh at the moment so business performance may be influencing things. Having just moved from their previous agency, they may have been on the rebound and now realise not everything can be solved by making a new appointment.

Without knowing the details of the relationship I can only surmise what the reasons are but, as you mentioned the innovative ways of working, it reminded me of an experience I am going through at the moment. Having just bought the iPhone 3Gs, I am struggling with somebody’s – not sure whether it lies at the door of Apple or O2 – implementation of innovation and basic functionality. As a mini computer which fits into my pocket, replaces my iPod and allows me to design a new pair of training shoes and subsequently order them online (see below), it is a thing of mesmerising technology and seductive beauty. As a basic phone from which you expect good reception, no dropped calls etc , it sucks.




But if I think about it, before buying I focussed on the new innovative things which I thought would make my life of a higher quality. I did not give reception and dropped calls a second thought. Though when I complained to a friend who had previously told me he had been having problems –he just said “Yeah – welcome to my world” – so I probably had not even wanted to acknowledge it. These are just hygiene factors in today’s world, I thought. I realise now – as I wait 5 minutes for the signal to come back – how wrong I was.

So translating this to your situation you should ask yourself whether the introduction of your new ways has impacted on the basic delivery of what they were expecting. For example, does your working at the client’s office mean that you are not spending enough time at the agency making sure the internal teams are briefed and on track. Has your team getting up to speed with the new client organisation impinged on delivering top quality output straightaway? Also in this age where open source collaboration, beta versions and Agile-type methodologies are now being adapted for other work contexts, was the client aware that operating with your “very collaborative method of developing work” may mean compromises and trade-offs in certain areas? In other words – back to the basics of expectation management – did they know the risks as well as the benefits of signing up to the new way of working?

Probably it is best to assess things now rather than wait for a more formal performance survey. Just a quick email to your client contacts asking what’s working and not working will give you a good understanding and show your main client that you are committed to high standards of service delivery. Then you can see what is the real cause of their disquiet.