The terms client and customer are usually used interchangeably. After all, the dictionary basically says they’re the same thing. But why do I feel more warm and fuzzy using the term client to describe my relationship with my, um, clients?
IT/Business Alignment
This is cliché-ville, but I’m going there. Thinking of the business part of your organization as your client, rather than as your customer, might actually help you better align your objectives and goals with them. There’s a difference with the terms and it all comes down to that warm and fuzzy feeling I mentioned a few seconds ago (more tangibly, I’m talking about how the relationship is perceived by both sides).
As technologists, we’re not often known for our people skills (come on, admit it). We like zeros and ones, placing things in nice neat boxes, and Gantting. While I might be generalizing — ok, stereotyping — I think you know what I mean. Essentially, we need all the help we can get. So here’s my take:
A client is someone who uses the professional advice or services of another, while a customer is a person who purchases goods or services from another. The difference might be subtle, but imagine that your relationship is one built on partnership. In this fantasy, the “customer” is not always right (still in cliché-ville) and they know it. They have come to trust your guidance and advice, and turn to you as the expert. They are your client, and you are providing them a valuable service.
How do you see the relationship with each of your business lines? Do you position yourselves as information partners (clients) or as information servants (customer)?
#1 by Eric Wisdahl at April 11th, 2011
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It has been awhile… Very nice to see a new post. Not quite sure if I agree with the difference in terminology, but it is important to attempt to align your views and actions with those of the people in your organization for whom you are trying to provide services.
#2 by Tod McKenna at April 11th, 2011
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Thanks Eric, I’ve been quite wrapped up in getting used to The Netherlands. I plan to write more over the months. It has been too long!
#3 by Glennda at April 20th, 2011
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Right, I don’t believe in ” customer is always right” sentence. I’m annoyed and tired of this sentence being rammed in my throat everytime a customer wants to complain. It’s not that I lack in service. And heck, you can’t please everybody.
#4 by juries at April 29th, 2011
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Same here..I don’t agree with that idea that customers are always right. Clients have techniques to run the business considering the goal ” Customer Satisfaction”. In some other way, Customer and Client is always connected,aside from services, proper conversation is the key.