Why Clients Eventually Return to Quality: Lessons from my experience
Sandeep Gokhale
When it comes to the servicing industry, whether its Technology, Catering or Event Planning, there is always a shared responsibility between the service provider and vendor partner. Clients bring the requirements, the specifications and the need. As partners, we bring years of experience, tried and tested methods, and an understanding of what works and what doesn’t.
The Reality
The clients bring their own version of Strong Ideas and believe they will work for sure. We always welcome rational thoughts and who does not like new ideas esp. if they are better. However, at times cost-saving takes precedence, and shortcuts are chosen over quality. Here are some examples where professional experience is side lined.
Ignoring recommended color schemes.
Overruling design recommendations in favor of "what looks trendy"
Skipping proposed coding best practices
Opting out of proper testing/QA to cut costs
Insisting on aggressive timelines or not being co-operative
Ignoring Security
Going with inexperienced team to save money
Choosing a Mentor who can provide the same mentoring at a less cost.
Cover more Training content in less time.
We understand these choices and most of the times they go outside our recommendation window. What happens next is nothing new.
The Results
When clients bypass expert advice, they often face predictable outcomes like:
Inconsistent branding and poor user recall
Low user engagement and poor usability
Fragile codebase and scaling issues
Critical bugs and negative user feedback
Missed deadlines and compromised quality
Security vulnerabilities and compliance risks
Delays, rework, and lack of accountability
Ineffective mentoring and wasted learning effort
Poor retention and shallow understanding
Eventually, clients circle back, seeking the very expertise they overlooked.
There are people who do it for Money, don’t care about relationships and then after the work is done poorly, they disappear.
We worked with someone else and now we are not able to reach them back. So, need help urgently
Please note: These are not my words but words from our clients.
The same story
When clients do not go with suggested recommendations in order to save cost or time, things usually don’t go as planned. After wasting time and money, the same clients return back to what was initially suggested. And every single time we welcome that moment because it means our experience made sense right from the start.
We move on by showing Empathy to the client who is also learning. But, the losses are at both sides:
Client looses precious time.
Time = money.
My team gets frustrated working and reverting and working again.
Team looses time.
Time = money.
Things slow down, patience thins & stress sky rockets.
Clients complain (Welcome to founder’s life)
Company initiatives go on hold.
New company initiatives, moved to backlog.
We redo the same work we suggested well before and close the things.
As a leader you, its important to also educate the client with Empathy.
Focus on Quality
Quality is not Cheap and it needs a lot of experience, effort, planning, team work and mainly execution. Me and my team at Techvito, we firmly believe in quality. In craftsmanship. In long-term thinking. And we believe in letting clients discover that truth at their own pace. Because, when they come back for quality, we’re ready too.
Most importantly, the best results aren’t just about being right. They’re about arriving there together along with the client.
Let's Connect
Hi, I’m Sandeep Gokhale, and I'm passionate about building high-performing teams at my company, Techvito and I write about Technology, People, Processes and some more fun stuff.
One of my life’s missions is to do whatever it takes to build world-class products and deliver exceptional client outcomes.
In case you're looking out for a technology partner to accelerate your business goals with clarity, speed, and quality & security, my team and I are here and more than ready to help you make it happen.
Feel free to connect with me on LinkedIn and Twitter.
Until Next time!
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