The Diagram Client Experience

At Diagram, our goal is to provide the best possible experience for our clients, whether we are providing hosting services for their website, working with them to design a new site, assisting with resolving any issues they might have on their site, or just making sure they have all the information they need in regards to billing or contracts. We emphasize this relationship with the client at all levels of the company, so we asked a few of our team members from different departments to offer their opinion on how they can provide the best possible experience for our clients:

Jennifer Barangan, Director of Client Services:

“As the main point of contact for our clients, we make sure we are providing a quality experience for them by always being available to answer questions and make sure issues are addressed. We want them to know that they can always call us on the phone and speak to a person who is going to be attentive to their needs or send us an email and expect a timely response. We also foster communication between departments to ensure any issues or requests are resolved as quickly as possible.”

Chris Osterhout, Director of Enterprise Solutions:

“When it comes to planning a web design/development project, we always try to set appropriate expectations regarding project timeline and budget with our clients upfront. We don’t want to try to sell them a solution that they can’t afford or make promises that we can’t keep. We also want to be sure that we are crafting solutions that solve the problems they are asking to solve, rather than trying to change their business model to what we think it should be. We want to develop a partnership with the client, not a vendor relationship. This means that we recommend solutions that we would implement on our own website and make sure they are built the right way.”

Dennis Kardys, Design Director:

“The main way that we provide a quality client experience to our clients is by making them a part of the design team. We work alongside them, ideate with them, host design workshops and interviews, all with the mentality of being transparent and inclusive. So instead of a simply transactional relationship (i.e. you hire us, we do stuff, we ship it back), it's an immersive experience. The end result is shaped by the collective expertise of everyone on the project—client and design team alike.”

Joe Bunales, Project Manager:

“Project Managers strive to provide a quality client experience by addressing the various needs, concerns, and expectations across cross-functional stakeholders from all phases of the project lifecycle while balancing competing project constraints such as schedule, scope, quality, budget, resource, issue and risk management. We create a project plan and keep everyone in communication with each other throughout the entire project. We want our clients to know what is happening, what challenges are being addressed, what needs to be done to keep to the schedule, and what we need from them in order to proceed.”

These are just a few of the ways Diagram strives to provide our clients with the best experience possible, and that attitude is the reason we have such a great, friendly relationship with so many of them. What are some ways that you work with clients to provide a quality experience? Do you have any tips or examples on how you can go the extra mile for them? Feel free to let us know in the comments, or contact us if you have any questions.