Whether you are in the product or service industry, it is a requirement for any business in this day and age to provide their clients with exceptional customer service. This includes responding to customers quickly, providing a quality product/service, meeting their goals, conceptualizing their wants, etc. The business relationship doesn't end at the sale anymore; it is a continuous relationship that has to be maintained and nurtured in order to be successful.

While we all know this, what we don't realize sometimes is that there is a distinct line between providing exactly what the customer wants (ultimately, superb customer service) and what we think works better for the customer. It is the time old question of whether the customer is always right. As a project manager for a website design company, I am faced with this dilemma on a weekly basis. I want to give the customer exactly what they want, but I do have knowledge about web based strategy that could be better suited for their needs. Some clients will be receptive and be open to our knowledge, but others know what they want and how they want it, which is perfectly fine. But at the end of the day, the "Fusework Studios" name is on this project as well, and we want to produce something that we are proud to show others. So where do I draw the line? How do I handle this situation? Here is the process that I follow:

1. Ask them why.
If you don't ask the question, you will never know the answer. Maybe they are trying to accomplish something by placing an image in that spot, maybe they just think it looks nice there. Either way, asking them why they want to do it a certain way will give you insight into what they really want to accomplish, which helps you provide them with better service.

2. Provide reasoning and examples.
If you don't necessarily agree with your client, tell them why! Don't make them assume that you're the expert (because sometimes, you aren't). Show them why you think the way you do. Make sure that you provide examples and past experience in order to back up your reasoning. Examples will help your client put trust into your advice and into your company!

3. Evaluate the situation.
Think about the positives and negatives of doing a project "your way." For example, if I have a client who isn't concerned about being "web savvy," but they're more concerned with communicating a message, then I'm not going to push the issue of advanced functionality. On the other hand, if I have a client who wants to be recognized as credible and who needs a web based strategy, then I might try to persuade that client to look more closely at their other options.

Regardless of this dilemma, my main concern is to make my clients happy. I have to use my own judgment to figure out what is in their best interests and how to provide the most value for them. Client management is about creating the best results for your clients, giving your client what they need and want, and producing something that you are proud to represent. Make your client relationship a partnership, not a power struggle.