Educating customers
Julie just came across this excellent article on the expectations vs. reality of customers wanting a web site. It’s everything you want to tell your customer, but might be scared to for fear of damaging the relationship. We may seriously consider using this early in the process to educate customers. I expect that we will be able to use their reaction to gauge their committment, and give an early warning to a project that may be better handled by a different firm. (Doesn’t that sound a lot better than “early warning that this customer is deluded and must be dropped like a hot potato?”). Seriously, though, since we expect one of our main strengths and selling points to become an ability to build rapport with our clients, this article may help us establish a mutual understanding of the process much quicker. Thanks, Ms. Schindler!