The Client is Always Wrong

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We've heard the opposite so many times, "The client is always right"  that it has become a useless semantically stretched cliche.

Let me jump right to the point!

The client will always be right in the sense that they have every right to expect a certain level of service, reliability, quality, confidence, remarkability, transparency and piece of mind from a brand. Any brand not in tune with this fact, and not designing its marketing strategy with these points in mind is doomed to fail.

My contention is that the client is always wrong from the viewpoint that if they are looking to fix something, make it better, or start from scratch, they have to let go of all preconceived ideas of what they think they know and what they think the solution looks like in specific areas of their business. In essence they have to willing to let go a bit and find the right balance of trust and competence between their inside and outside help.

Making small critically important mistakes during any process, IS part of the process. How many times have we seen someone blow a gasket over what should be natural setbacks?

Mine your data, and move on, don't waste precious time and energy on blame and finger pointing!

But you can’t solve a problem with the same mentality that got you into trouble to begin with. Something different has to happen.

That’s what I think consultants and freelancers do for businesses and enterprise. They bring a fresh point of view. They often find solutions when others don’t because they are not part of the problem, they are outsiders.

What’s the catch?

No one likes to be told they are wrong, especially CEO’s and Business Owners, about the way they’ve been managing their business.

So a key strategy for consultants is to be able to communicate effectively, and create confidence in those whom they serve while causing SMALL disruptions in the day to day practice.

Ultimately you have a duty to speak up if you see things going a way that is not in the best interest of the business, even if everyone else thinks it is, and even if it could cost you the gig.

Where should a business owner head be during this process? Here:

“If I don’t steer my company’s culture toward constant change and adaptation, and start applying new social marketing principles (for example) I won’t be in business in 5 years. Let’s do this!”

At this point, you are pretty much home free … that is except you get assigned a project manager who drags his/her feet, or doesn't know what they are doing, but that’s another post!

Helping a business to grow and achieve its true potential, is somewhat similar to helping a person . Sometimes we have to be protected from ourselves, or at the very least, pushed out of our own way.