Do You Provide Value or Time?

As service providers we can sometimes slip into being task focused, rather than looking at the big picture with the client and asking them questions that will uncover real needs and problems.

If we stop asking questions we’re no longer seen as a ‘peer’ by the client, just someone who is told what to do.

I’ve made this mistake in the past. When I reviewed the situation, I’d let the value of the relationship decline in a bid to keep everyone happy – only doing what was asked. I can’t say I’ve officially sacked a client but I’ve certainly parted ways with organisations that simply wanted a yes-man instead of building a partnership.

Are we selling a service or value?

We need to watch our mindset, we should be exchanging time for value, not simply money. If there’s little or no value achieved on a project or task, however small, in the mind of the client we slowly become a ‘provider’ instead of a ‘peer’. Unfortunately we also become a price driven commodity in the process.

Providers are expected to ask how high when a client says jump, a peer will stay seated and first ask if that’s the best action.

(This post was originally my response to a great article on the Anthill website).

© Hamish Chadwick, Image Substation 2010