My job as COO of Brick Factory is to figure out how to make our company better – part of which is making sure our company’s core values are reflected in the work we do.

In the case of client management, we feel very strongly that being honest, fair and supportive with our clients is the only way to develop successful long-term relationships.

I had the chance to talk a bit about our approach to working with clients at this year’s DrupalCon in Baltimore, MD.

Here are the three major points that I discussed in my session:

1. Being honest and transparent with our clients.

We try to arm clients with as much information as possible up-front – this builds trust, helps clients make informed decisions about their projects, and also helps avoid unhappy surprises for clients after we start work.

2. Being generous with our knowledge and expertise.

We help our clients learn about the process and decisions behind the work we are doing. Although it might be faster to simply go from asking for requirements to delivering a product, we have much more productive long-term relationships by taking the time to educate clients on web development as we work together. We treat clients as partners.

3. Being open to creative solutions.

Our company tagline says “results matter”. We prioritize identifying and solving our client’s real-world problems. Sometimes this means using unexpected tools and technologies. Sometimes it means changing our approach as requirements evolve. It always means listening to our clients and collaborating with them to achieve their goals.

If you have some time, check out the recording and shared slides to get a better idea of the ways that we bring these values into our day-to-day work with clients.

About the Author
Hannah Del Porto
Hannah runs the day-to-day operations of the Brick Factory. She manages the company's human resources, ensures the quality and efficiency of our workflow/work and oversees the firm's finances. She can do 75 push-ups. In a row.