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He had just one flaw - in some client meetings it seemed it was more important for him to be "technically correct" rather than be forgiving of our client and focus on the main issue (which was in these instances usually to do with the client's lack of understanding of how to deal with a business problem).

For example, on one occasion he argued that a particular analytical technique to work out the level of business risk involved in a $800m investment was the superior option, when in fact the client was "worrying out loud" about how his organisation could come to terms with the risks involved in an unprecedentedly large investment. While my colleague was technically correct, he missed the point that the client's organisation had not fully thought through whether they were ready for such a risk, and therefore wanted more time to weigh up the pros and cons of the investment itself.

As a result of this "point scoring" approach, his client relationships would suffer. It never got to the point where the client would say outright, "hey, you are starting to piss me off," but it was quite clear that each time he indulged himself, the relationship would get a little cooler.

As a result of observing this behaviour, I formulated the principle, "it is better to play for keeps than it is to play for points." In this context, "keeps" equals the client relationship, and the business that flows from that relationship.

After all, the client relies on you for relevant, effective advice and expertise. Since you have more expertise in your professional domain, it is entirely predictable that your professional knowledge will be much greater than that of your client. Your client is paying you to help them with their problem. They are not paying you to be a clever designer per se, although you should be clever as part of getting them to a good solution.

So how often have you "played for points" when you should have been "playing for keeps"?

"I have a policy of 'never argue with the client'. Obvious it seems, but not everyone gets it. "Clients may not always be right, but they are always the client " and importantly the person who pays your wage. In our studio, we show them why it won't work (in the nicest possible way), rather than debate the point and p... them off in the process."

"Yes I had a situation some years ago I produced a range of work developed over one year for a client at the end of which the client wanted the artwork on disc to source their own print against all my insticts I relented and handed over, I heard nothing and was depressed over how much print markup/management I lost, 6 months later the phone rang and they wanted me to manage the print, the customer has now been with me for 10 years and there is a mutual feeling of trust, my gesture of handing over the artwork said 'I value you as an organization and a client not just a quick buck' consequently this is now my biggest client"

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andrew@lam-po-tangcom