I say yes if a client is asking you to something you know will fail.
Granted, I am not the arbiter of all things web, but some things I know will fail. I know as sure as I know the sun will rise in the morning. I recently ran into this very situation. Someone I have known for a while wanted to modernize their site. I won’t go into specifics as my goal is not to insult the man. Lets just say the idea wasn’t good 10 years ago and has even less value today. Much less….
I don’t like to insult people but if I am hired for my expertise, I need to operate with a my conscious in tow. That is, it is my job to ask the question, what value does this add, can this succeed? In my case I try to steer people in a direction which will be more profitable. In the situation I mentioned, I did propose an alternative, one that I think would work better and actually have a chance to make money.
I think I hurt the guys feelings, as I got a terse response back and don’t imagine I will be hearing back from him, probably ever. Though I sincerely felt bad, I know I did the right thing trying to save him from himself. As I said earlier I can’t go into details. Lets just say if I called you up an ask if you wanted to invest in the Edsel, what would you say? Or how about a dial up internet service? (no, neither were his idea, but it is almost as bad) Worse, he wanted to try and sell something you can get for free. (No, not that ;))
One things is guaranteed, he will find someone to take on the project, no matter how poor the idea is. His money is green and not every web company will be as honest as I try to be. Also some feel it isn’t their place to tell a potential their idea is bad no matter how asinine. I disagree.
While I am a for profit entity, I thinks grabbing the quick payday is a poor strategy as your clients fail and repeat business is not coming your way or are referrals. I think my strategy works, as I have a 98% client retention rate.
Honesty pays, period.
The old adage, “the customer is always right” is of course a good business practice. But is it correct?
No, not always.
Sounds revolutionary right? Not really, hear me out.
As a web development professional, your duty is to do the right thing by your clients. You should always recommend the best course of action. You should never just rubber-stamp an idea just because it belongs to your client. Now of course, you are in business and you need to please your customers. But don’t be a sycophant. Tell them your opinion as to what they should do. Now of course if they choose to go against you, that is up to them. At that point you need to back off.
Of course you want an example of this correct?
Okay, here’s a case that illustrates what I’m talking about. I had a client who wanted to go with a custom designed, responsive WordPress web site. Now, I love building these websites. We build quite a few of these types of sites, and most of the time I think it’s a fabulous idea. But, in this case, the client was a nonprofit, just starting out with very little funding. I knew that I could save them a lot of money, and build a kick ass website using a premium theme. With several thousand available, that are responsive and very high-quality, this was a better way for them to go. As they were in a rush to get this up and running, the premium theme would be much quicker to market. The design process adds quite a bit of time, and then of course we have to build out the WordPress theme. Now, most companies would love to go with the more expensive solution and would never even suggest a cheaper alternative. But at RooSites, we have built a company based on doing the right thing, even if it costs us money in the short term. Why? Not because we’re such amazing human beings. It is a business strategy, to take a long view and build long-term relationships based on trust.
Bottom line: The adage that the customer is always right is not necessarily true. Do the right thing by them, give your recommendations and let them decide. You and your customers will profit in the long term.
