Something Digital has Guideposts, short sayings that suggest different ways to deliver value and produce quality. They remind us to stick to the process and have quality interactions, among others. Deliver bedside manner is the one that piques our curiosity; it differs from what we were taught about the business world. If you don’t know what bedside manner is, don’t worry, we didn’t either. This philosophy ensures we deliver recommendations based on expertise instead of what the client wants to hear. A patient experiencing headaches might want her head chopped off, but a physician delivering bedside manner would recommend pain relievers over decapitation.
Bedside manner is frequently practiced by teams at SD. For instance, we had to convince a client to push back on their launch date. Their projected launch happened to coincide with the week that the client’s team was attending a conference. Due to the intricacies of a go-live procedure, we strongly urged them to push launch until they had the appropriate personnel available. It was not ideal, but the client understood it was in their best interest, and we rescheduled. If there are two choices, and we understand one would produce greater benefit, we would be remiss by not informing our clients.
Delivering bedside manner is providing perspective on ways to improve a business and informing clients as such. While our clients are experts in their business, we have expertise in building and growing ecommerce sites. We’ve done hundreds of them and have definitive insight into what works and what does not. SD practices bedside manner because a client’s business success is in our best interest.
Throughout our summer, we’ve seen our colleagues practice bedside manner and prioritize with clients to help them succeed. When clients don’t understand why certain tasks take precedence, they can become justifiably concerned. However, we then discuss, cite a rationale informed by experience, and agree on a plan of action. SD tells clients what they should hear, not just what they want to. Our clients trust us because we care enough to challenge them to achieve their goals. We strive to change clients’ priorities when we disagree, and it truly does build better relationships.
Written By: Jayson DeMarchi, Toni Giacchi, Ekta Rana