Outsourcing 102 – Client relationships

The last couple of entries have been served a la outsourcing: light. all the fun and games of outsourcing and none of the serious issues.

the relationship between client and provider in outsourcing is more complex than in most other methods of service delivery.

the extra complexity results (among others) from the fact that outsourcing deals work both for the client and with the client, being both co-worker and customer at the same time. providing an excellent service is often reliant on the cooperation and performance of the client themselves. the truth is that no matter how much effort the client has to put in to the process before it is handed over to the outsourced part and no matter how mutually dependent both areas are, it is extremely difficult to create the perception of unity between client and the outsourced part. in the standard client to provider relationship there is no need to create this sense of unity.

there are a couple of important factors in establishing a good client-provider relationship.

1. drive - take the extra step - do NOT push back to enforce the procedures. procedures can be out-dated or certain situations may have changed. it takes for ever to change the procedures. use common sense to find work-arounds if the procedures are not working. you will not get punished for doing more work than necessary (perhaps make it clear that u are making an extra step and are willing to make it) if you are cooperative and the client knows this they will be much more willing themselves to cooperate and put in more effort to make your life easier. of course there are always assholes, but remember the client is not being an asshole, they just want to have the results they expected when they signed the deal. they want to exceed at what they do, and consequently expect us (the outsourced area) to exceed at what we do. however underpaid and over-worked we may be.


the deal where i work also gives assignments to an additional third party. and in some processes we are the link between to departments of the client. the problem is that sometimes these departments disagree with each other and we are in the middle. so no matter what we do we manage to piss somebody off. do not take resulting frustrations personally. indicate you are doing the best you can and understand their frustration.

2. communication- in any relationship, whether business or personal communication plays in the star cast. it demands to be mentioned in the credits before the title (just like angelina jolie or anthony hopkins and sadly also jim carrey).

in outsourcing, you represent the client. let them know what you are up to. after all, you are undertaking actions in their name. it's only fair they should know what they are.

although this step may be simple, it's easy to neglect the communication. often people wonder, "is it really necessary to inform them of this tiny detail?" to be honest. it is not. but the client will appreciate being kept up to speed and it will ease whatever doubts they have. and it is good for the client to be doubt free. and they will love you for it.

3. honesty - there may come a time when you are tempted to lie to your client. after all, how are they going to know. morality has nothing to do with being honest with the client. it is just good business. the benefits are as follows, if it is bad news, the client knows that you are aware of it and are taking steps to fix it. if you do not tell them and they discover whatever you lied about (and they will), if they do not realize you were lying (which would be very bad) then they will think you were ignorant of the situation (also very bad). remember ultimately to the external customer there is no difference between the outsourced part and the client. whatever you lie about will eventually become evident to the client. it would be best if it came from you.

another reason to be honest is because as stated earlier, ultimately, the client wants the outsourced area to do well. they may have suggestions and solutions to provide you. they may even take that extra step for you if they feel you deserve it.

remember to use common sense though. honesty should always be tempered with tact.

after writing this piece, i considered changing the title to Obvious 102, but from experience it is evident that these simple rules are not always considered. my former boss included, but we were able to mend what the boss relentlessly tried to destroy adhering to the tenets described above. besides, something must have happened to make him my former boss.