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A Developer's Guide to How Small Details Can Lead to Client Satisfaction
Engage in Your Estimate
An estimate is so much more than merely saying I want "x" amount of money for "y" services. It is an opportunity to clearly lay out what you have to offer, why your services beat the competition and set the tone for the upcoming project. After all, first impressions are everything, right? Coming out strong can go a long way to not only gain business but also to build instant trust with your client.
Before even beginning to draft your estimate, really get to know your client's wants and needs. Learn about them and what they are all about. Everyone has priorities, make it your mission to learn about both technical objectives and personal ones alike. Knowing both can go a long way in ensuring client satisfaction. Asking questions and staying engaged is crucial in learning about project expectations. The stronger working relationship you build on the front end, the better your chances are at customer satisfaction, repeat business, referrals and continuous praise. Always ask the client about the business and vision; learn about their personal and team's priorities. Always suggest and encourage brainstorming sessions with your client. After all, what better way to bond?
Finally, price in a range that you know is realistic for the client and reasonable in relation to industry standards. If you know that the client simply can't afford you but really wants you regardless, avoid the temptation and move on before it is too late. However, if you know that the client has the funds to pay for your services and it seems like everyone is on the same page, then extend an olive branch with your estimate to ensure satisfaction with both the price and service. This does not mean you should cut your margins in half, but being fair goes a long way; especially in this economy.
Log time with Details
When logging your time, how tempting is it to simply write something along the lines of "1.5 hours-research" or "2 hours-coded." Even though this is technically what you were doing during this allotted period of time, this gives the client very little insight into the progress that you're making. Recording time in this manner essentially leads to the client paying you blindly. That is why it is essential to always remember to log your time with as many details as possible. This will save you and the client valuable time in the long run. Being transparent is always important and time-logging is one of the best ways to do it.
Regardless of how big your project team is, using a PM tracking tool such as Harvest, Manic Time or Klok to help you with this process is vital to ensuring timely and accurate completion.
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Ask questions, be engaged and never be afraid to take a risk when it comes to pleasing your client.
