Re: How to Turn Down a Client

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Dennis wrote:

>From all that I've read on this thread, it appears we are now seeing a
changing of the guard from what was once a technical design and
administration, to that of a market-driven design and administration.  The
most glaring divergence is the apparent change from open source, honesty,
sharing and camaraderie among
the original web designers to that of puffery, hype, deception, bull***,
etc., now being promoted by marketing types.  And there's the rub.
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My company has also have decided on the open, honest approach.  As Dennis
noted, it is a common trait amongst techies.  I suspect because computers
don't tolerate deception?  They don't get mad...they just fail...:).  Code
needs to be written "honestly", with clearly defined logic, or it just
doesn't work.

In Ben's defense, I deal with plenty of salespeople who do seem to have the
attitude that their industry is essentially a blood sport.  The problem, of
course, is that the victims can be the customer instead of each other.
Also, Ben's comment about not wasting time with a customer who isn't ready
to commit comes home to me, as I have done that.  Lacking his trained skills
(!), I just keep answering questions and being polite while my work sits
waiting...:).  I have heard other salespeople express the same sentiments as
Ben, though: shut them down fast and move on to someone who is holding out
some cash.

My opinion, as I wrote Ben, is that I am a programmer and not a salesperson.
I wish him well, but have no desire to change professions!

Getting beyond all that, there is that fact that this is a new medium.
Advertising and marketing people have their own lists and groups, and I have
eavesdropped: they are having to develop new approaches.  The Web isn't a
"broadcast" media, and it isn't "TV with a buy button."  Marketing on the
Web is a 2-way conversation, and word spreads.  People talk about what you
do, and how you measure up...and talk to large groups of other
consumers...in email lists, chatrooms, and on posted web pages.  It is quite
possible to reap what you sow in such an environment, ijn a big way.  Screw
someone today, and word can quite litterally spread to thousands by
tomorrow.

Remember also, it used to be that geographic proximity lent a business
marketing value.  Being closer to a particular audience meant having an
advantage.  On the Internet, if you disillusion a client, the competition is
only one click away...

Finally, the Internet means communication, and communication can mean
learning.  People are waking up, so to speak...they are becoming savvy to
marketing spin and advertising glitz.  Not in a big way, but check out
http://cluetrain.com for an idea of where such things may be going.

My company was founded with some basic, written Guiding Principles about 2
years ago, and we are doing very well (despite? because of?) our adherence
to them:

* We will strive for the greatest possible clarity and accuracy when
communicating with our clients.
* We will emphasize responsible craftsmanship in our work.
* We will make customer satisfaction our highest measure of success.
* We promise an unyielding commitment to honest and ethical customer
service.

No bull...that's exactly what we do.

D

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