As we head into Thanksgiving, we’ve been reflecting on the things we’re grateful for; at the top of that list are our clients. We’re fortunate to work with organizations and people who trust us, collaborate with us, and allow us to play a role in the work they do every day. That trust is something we never take for granted.
Thinking about that gratitude led us to revisit an important question: What is it about the way we work with clients that makes those relationships strong? And are there ways we can continue to improve how we serve them? During a recent off-site, we all came together to swap stories and reflect on exactly how we do that. Here are a few of the themes that emerged:
Communication
This may seem obvious, but clear, proactive communication is absolutely essential. When a client reaches out, we respond the same day. Even if we can’t tackle the issue immediately, we acknowledge the message and give an estimate of when we will address it. If a meeting is needed, we take the initiative to propose times that work on our end. Don’t put that burden on the client. Make it as easy as possible for them to get to the next step.
Take Ownership
Solve the client’s problem—even when it doesn’t fall squarely into your area of expertise. Many consultants stop when the issue touches something “outside their lane.” They say, “That’s not my job—go talk to Jeff or Kevin.”
We try to do the opposite. If Jeff needs to be involved, we reach out to Jeff. We carry the problem forward instead of handing it back to the client. Even if we aren't the subject matter expert, taking ownership reduces friction and builds trust. Most clients appreciate having one partner who sees the problem through.
Don’t Say Yes Too Quickly
Another pitfall we’ve seen is saying “yes” to a solution before we fully understand the problem. With FileMaker, there are many ways to accomplish the same task. The easiest solution is not always the right one.
Be a business consultant first, and a technology expert second. Take the time to understand how the client works and what they are trying to accomplish. We have clients we’ve worked with so long that our staff have become part of their internal team—and in some cases know the workflows better than the employees do. That depth of understanding is what leads to the best solutions.
Collaborate
When building a solution, we involve multiple people on the client’s team and encourage input throughout the process. We listen, incorporate their ideas, and explain our approach along the way. When clients feel included in the creation of their system, they are more likely to adopt and embrace it. Collaboration increases ownership—and ownership increases success.
Build Human Connection
Finally, it may seem small, but take time for small talk. Ask about the weather. Ask about the dog barking in the background. Ask what they’re watching lately, or what team they root for. Share a laugh.
These moments matter. People like working with people they like. Strong relationships make every part of the engagement easier and more enjoyable—for everyone involved.
In Closing
All of this may feel like common sense. But just as we do code reviews to reinforce technical best practices, it’s worth reviewing our practices in communication and client relationships. Technology solves problems—but communication, understanding, collaboration, and trust prevent many of those problems from happening in the first place.
We’re grateful to do this work, and even more grateful for the people we get to do it with.
Happy Thanksgiving!