PixelMEDIA Inc.

Staying productive while offering stellar customer service and support

Most web developers prefer to work behind the scenes, while an account manager handles day-to-day contact with clients.  Chances are, this is exactly why they have chosen to be a developer and not an account manager.  However, for small agencies and organizations, it’s not uncommon for developers to take on both roles.  Developer gets request; developer develops; developer stages; developer emails client; client sends approval; developer pushes live.  There’s a unique rhythm to the entire process and developers will quickly learn the rewards and challenges of wearing both hats.

Client-facing developers have the opportunity to interact on a personal level with their clients, and the challenge of juggling project management and development work simultaneously.  It’s truly a remarkable skill, especially if you provide your clients with on-demand support and handle a large volume of work everyday.

Here are some tips for the client-facing developer to maintain efficiency while delivering stellar customer service and support (these are also applicable to Account Managers and Project Managers):

1.  Make sure each of your clients feels like they are your most important client.  Be polite and make sure your client knows you are there to help and want to help, especially when they’re in a pinch.  Offering to go the extra mile will make a world of difference.
2   Don’t let client emails sit in your inbox – answer them within an hour.  If you can’t get to their request right away, tell them you will as soon as you can.  They will always appreciate it and this may buy you more time in the end.
3.  When a request is being stalled by outsourced design work or another resource outside your control, make sure to keep in touch with your client to keep them aware of the status.  They need to know that things are moving along. Also, stay on top of the resources you have outsourced to.
4.  Stay organized – have a system for filing emails.  Have all of your application windows in the same position every day.
5.  Stay with that rhythm of communication, development and delivery.  A set structure to the way you work will allow you to work more efficiently and get things out the door more quickly.
6.  Don’t be alarmed by your inbox when you get in in the morning.  Tackle what’s most urgent, what can get out the door quickest, and then the larger items, in this order.
7.  Always send links in your emails to clients when you are staging something or going live.  This way your client can easily get to what they need to see.  It also ensures that you have adequately QA’d your work.
8.  Always check for PDF links, images and changes to style sheets – be careful nothing has slipped through the cracks before you deliver to the client.
9.  Take notes while you are coding. I If a client needs to elaborate on something, or has failed to send an asset, take note and compile these in your client email later.
10.  If you are out of the office, notify your most active clients and provide them with an alternate contact.

Customer service is an easy thing to deliver with some very basic skills.  Juggling development work and client management can be a very efficient system in spite of the challenges.  And in the end, it’s more rewarding to deliver your client good code and even better customer service.

Tags: client management, client-facing, Customer Service, development, Project Management