I’ve been working as an IT professional for more then seventeen-years and I’ve come to the realization that old adage, “the customer is always right” isn’t always true. The majority of clients that engage an outside resource for a particular project, regardless of the industry, do so because they do not have the expertise in-house. Therefore it is my contention that the prospective client is not only engaging their expertise, but their expert opinion as well.

A prospective client should be viewed as a potential business partner. The client relies on your expert advice and direction, which will have a direct impact on their businesses’ success or failure therefore both company’s reputation and credibility are at stake.

Certainly, a vendor’s core values, credentials, work ethics, business methodologies and professional conduct are extremely important, but if a vendor fails to express their honest opinion based on their years of professional experience then they are setting-up themselves and their clients for failure. It has been my experience that the only tried and true method of establishing trust between individuals is to promote an environment where an open and honest dialogue is encouraged, and considered paramount.

It is during the requirements and discovery phase where the client has the most input, direction and control over the product’s development.  However, it’s imperative that the client realize from the onset that the vendor’s development team is ultimately responsible for implementing a solution based on the documented requirements.

All too often a client tries to influence the development of a project by reminding the vendor as to who’s funding the project, but this tactic will eventually backfire if you fold under pressure. Certainly, their continued review and feedback during the project’s life cycle is critical, but applying or implementing a solution that you know isn’t viable based on duress can produce negative results.

Of course, there are instances where despite your best arguments the client insists that a particular solution needs to be implemented, and in those cases it’s in your best interest to have the client sign-off in order to prevent any future discord, and place the ownership of this decision directly in the hands of the client.

One of my first wins was due to the fact that the client really liked my candor. The director of marketing contacted me a few hours after my initial meeting with him, the CEO and COO, and informed me that they had decided to engage my services before I had reached the elevator. Not only were they impressed with my professional attire, presentation, and preparation, but they were equally impressed with my candid approach to discussing both the business and technical aspects of their proposed Web-based initiative.

Of course, every firm’s approach varies based on their collective experience and business practices. However, a common theme should always be an honest expression of ideas and opinions, which can help solidify a long-term and profitable business relationship based on trust.