When a new relationship is starting out, things are perfect. Your prospective suitor is shiny and new, and you spend time getting to know what each other likes and dislikes, how they like to do things. Whether that exploration is over long meals, coffee dates, movies, whatever — that exploration is part of the joys of dating.
After a while, though, sometimes the relationship hits a rough patch. And the getting-to-know-you part of the relationship plays a huge role in whether or not it survives the rough patch. Did you learn the ways that you each like to communicate? Did you work on solving problems that were small before something bigger came along? Do you have a depth of history together that can help you weather the storms?
These are all similarly felt in a strong business relationship as well, of course — although there are fewer movies and dates.
When we start talking with, and working with, a new client, we spend time understanding how they work, what is important to them, and how they communicate. We talk about how to keep the lines open, to address small things before they get big. And if small issues do come up, we try to get them resolved as quickly as possible.
But sometimes, bigger issues do appear. It is only through these preliminary steps of understanding, though, that we build a strong foundational relationship that carries us through these conflicts.
When we talk with other agencies and contracting firms, we find that they focus a lot on the many good things they can do (and that’s important). But they’re often more reticent to discuss what they do when there’s a bump or hiccup. If you (or they) are in it for the long haul, though, it’s worth asking the follow-up question.
It’s just a little bit of insurance — you don’t ever want to need it, but when you do, it’s good information to have.