Saving face and surviving

5/21/09 9:52AM - Haven’t done this for a while. Almost, or maybe more than a year now.  Seems like I always get to the point where I am too pissed to work at a job after a period of time.

I got yelled at this morning by the CEO for apparently pissing off a client.  Apparently I’ve done this before, but didn’t realize it.  The funny thing is I actually took the time to address an issue with the client and apologized for any miscommunication and error that was my fault. I guess they were still mad.  By no means am I saying it is their fault or they are wrong, just merely reflecting on another situation I thought I handled correctly and didn’t.

What does that mean about business? In this economy is the client right more than always? How do you address an issue on projects when you can’t afford to give away free work and the client claims they can’t afford to pay more?  I mean we already are discounting jobs deeply to get business and stay profitable.  Is their a point where the client absolutely can’t be right? How do you deal with a complaint? Are complaints just something to get used to in this climate?  Are complaints less complaint and more an attempt to get something for less money than the bargain, or are they still legit?

Questions? Yes.  Solutions? Kind of.  Our business has been working hard to spend more time up front with clients and set expectations and learn needs rather than selling merely on features and benefits.  We scope jobs better, but now and then it seems like a client just doesn’t get the fact that maybe they can’t get more than they pay for.

In this situation I know I must have handled it wrong, but how do we go about fixing problems when there is so little margin for error, so little room for mistakes on either side.  It seems like the client always being right might create a situation where the client’s vendor is no longer able to provide them services.  When should you put your foot down in this new economy, this fast paced, low margin world?