Читать книгу Voices of Design Leadership - Ken Sanders - Страница 17

People will forget what you said, people will forget what you did, but people will never forget how you made them feel.

– Maya Angelou

Who are your clients? Your first thought may be the people who hire you. The people to whom you provide services. The ones who pay your invoices. Or more broadly, the users, occupants, and guests of your projects. All of that is true.

My definition of client is broader. Your boss is also your client. Your peers are your clients. Your subordinates are your clients. Your consultants are your clients. Your family is your client. Get it? The idea is simple: treat everyone as your client.

Design leaders are appropriately focused on outcomes: what gets approved, what gets built, what gets recognized, and what makes a difference. Equally important are the experiences of your clients along the way. Client experience mindset means taking the time to deeply understand your client and learn about their life, family, and personal interests. When Maya Angelou speaks of people never forgetting how you made them feel, she is speaking of emotion. And emotional client experiences – both positive and negative – endure long after the completion of a project.