Clients choose Treeview for the experience of working with us. Make the experience enjoyable and stress-free. Treeview drives the project, not the client. Prioritize making the client's life easy: great communication, flexibility, over-delivery and a perception of low risk of failure should reduce the client's workload and stress, never add to it.
When there is a problem, two seats get filled: 🅰️ "It's a disaster" and 🅱️ "It's not that bad." Always take the 🅰️ disaster seat and let the client sit in 🅱️ It’s not that bad.
We are facilitators and problem solvers. Avoid directly saying no. Instead, understand the underlying motivation behind a request and evaluate how to address it:
Never take a client's words at face value. Dig deeper to understand the true value and motivation of a request.
Clients should always feel that a successful delivery is more important to us than it is to them. This mindset builds trust and gives us more control, leverage and independence in execution.
We build this tone through urgency in response, over delivery and great communication of progress. Reinforce what is important, introduce urgency, communicate progress often and always show that we are striving for world-class quality.
Speed of response is one of the highest-leverage signals that we care more than the client. A fast reply tells the client their project is in the right hands, every hour waiting for a response seeds doubt and distrust. Replying is not resolving: acknowledge immediately, even if the answer comes later. The client should never wonder if the message landed.
Trust is the most valuable currency in human collaboration. With every new client, trust starts at zero. We build it through consistent over delivery, great collaboration and accumulating wins. Once established, trust becomes a powerful asset: it grows the relationship, unlocks new opportunities and gives us a buffer to take risks.
Never keep the client in the dark. Clients should never have to reach out for a status update. Keep them consistently in the loop about the project's status, with a minimum of one weekly sync (🔄 Rituals).
In conversations, let the client set the initial tone. Once given the microphone, take ownership of the conversation.