The Client is Always Right!

Ah yes – the old, tried and true, customer service saw, repurposed for a client project. A friend of mine who worked in Orlando-area hospitality years back gave me Walt Disney’s take on it, and it went something like this:

The customer isn’t always right, but they’re always the customer

Walt Disney quote?

Meaning? You’ve got to respect your customer whether they’re right or wrong.

In practice, on a client project, this boils down to establishing parameters. It’s a no-brainer to be respectful with your clients, but what may get overlooked, is respecting the power they yield when it comes to terms associated with the project itself.

From the outset, a clearly defined Statement of Work (SOW) ensures that the client’s position is respected and it also (in theory) establishes guardrails to protect the agency/consultant from misunderstandings torpedoing the project.

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