My philosophy of how I treat my clients

We’re all in business because of our clients – if it wasn’t for them we’d have no orders and therefore no business.

Client interaction has always fascinated me, its something I’ve studied since I started my web design & online marketing business over 10 years ago.

Originally there were three directors at Optix. We formed quite a nice triangle of skills – James had the design ability, Dave had the development background and I was ‘the mouth’ that went out shouting about how great ‘I thought’ we were :). So I have spent the majority of my career since then interacting and engaging with thousands of people, hundreds of which have become clients (and I thank them for that)

So how do you treat your clients? Here’s what I do:

1). I try my utmost to understand what their needs and challenges are from the beginning – thats far more important than telling them what we do.

2). I learn about their business. I want to understand where they’ve come from and where they are trying to get to.

3). I learn about them as a person. Where possible I try and find out about their family/friends and interests. This gives us more to talk about and more to build a relationship on.

4). I work out which of our services would help them get to where they are aiming to go (remember point 1? :)).

5). I never sell something I don’t truly believe will help them on their journey.

6). I’m always looking out for opportunities to refer in other people I know to them where I see that value can be added.

7). I’m also looking for opportunities for the client to connect with other people I know.

8). I see every client relationship as a long term partnership. I know that if they are successful then I will be successful – this drives everything I do.

9). I care deeply about every client – if they are unhappy, I am unhappy and will go to every length to make sure balance is restored.

10). I don’t do 9-5 – If someone needs me, they will get me.

11). If we mess up, I own up.

Oh and here’s one from Chris Brogan (A legend in the Social Media world):

Make your customers feel special – treat them with the ‘guest experience’ – I love this and am working hard on this in 2010

Without clients (partners), my business doesn’t exist and nor does yours. So how do you treat yours?


  1. Robin Dickinson on 4th June 2010 at 10:04 am

    Nice one, Banksy.

    I treat clients like my sales-team, doing whatever I can to make there lives a dream come true.

    Easy to say.

    Harder to implement.

    Very profitable, long-term strategy.

    Best, Robin 🙂

    • Banksy on 4th June 2010 at 1:38 pm

      Love it Robin 🙂 Any specific tips on how you can do that? Presumably making it easy for them to pass your message on would be a focus?

      • Robin Dickinson on 5th June 2010 at 7:47 am

        Everything I do is focused on equipping and motivating customers to recommend my services to their circle of influence.

        It’s a complete and comprehensive strategy that starts with delivering overwhelming value followed-up by the timely delivery of increasingly relevant service and support throughout the long-term relationship.

        Best, Robin 🙂

  2. Nicky Marshall on 4th June 2010 at 10:57 am

    Great post – it’s alway good to remind ourselves why we do what we do and passing on a good feeling always helps the day go with a swing!

    Nicky x

    • Banksy on 4th June 2010 at 1:37 pm

      Thank you for stopping by and commenting Nicky – I really appreciate it. Love the idea of the Witches Brew – Will have to pop in when Im next in Bristol, it sounds fun 🙂

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