I’m currently reading through Sir. Richard Branson’s book “Business Stripped Bare” and there’s a couple of quotes which have stuck in my head and become mantras which I thought were quite relevant to anyone who deals with clients, customers, builds a product or delivers a service.
“Don’t promise what you can’t deliver,
and deliver everything you promise.”
Sir. Richard was talking about brand when he said this, but it fits into any customer service situation such as designing and developing websites for clients. Recently, I’ve been involved in projects where we end up breaking our backs trying to accomodate near-constant change request from clients while not moving, or being allowed to move, our milestone dates for completion.
The situation becomes increasingly unsustainable, a certain amount of flex in inevitable in all projects and we do build contingency into our timescales to accommodate a reasonable amount of delay and minor changes but we need to be more careful when managing our clients during the build to ensure these change requests don’t become overwhelming by being up-front, honest and most of all, firm but fair with the client by asking them to make the decision of how they’d like these changes to affect their project. For example: If a raft of content changes come through, can they do these themselves when the site goes live? if not, are they willing for their go-live date to move back a day or two to accomodate this extra work.
“Complexity is your enemy. Any fool can make something complicated. It is hard to keep things simple.”
This is something our clients, more often than not, are completely unaware of. Simple is hard, especially when it comes to websites and there are so many aspects which need to be treated with care an attention that are seen in the end as an “easy to use website”. I’m wondering about the best method to communicate this to our clients, any ideas?
And finally, this isn’t in the book but I came across it recently and it struck a chord with me:
“Everything that is really great and inspiring is created by the individual who can labor in freedom.”
Do you have any favourite quotes or mantras? Reply below and share them!