Comments on: Customer vs. Client

By: Josef Katz

Josef Katz — Mon, 11 Feb 2008 22:51:19 +0000

Not sure how I missed this when it was posted but I blogged about this topic last June.

http://www.trumpuniversity.com/blogs/marketingmaestro/index.cfm?blogpost_id=1118

We decided to go with client.

By: Customers or Patrons « LibraryTrax

Customers or Patrons « LibraryTrax — Tue, 25 Sep 2007 21:11:18 +0000

[...] Jantsch, over on the Duct Tape Marketing Blog, writes about the choice between “customer” and “client”: The idea for this post actually goes to Ridgely Evers, founder of NetBooks. In a brief discussion [...]

By: Adam Kayce : Monk At Work

Adam Kayce : Monk At Work — Thu, 20 Sep 2007 15:29:00 +0000

This is a great discussion… I’ve never like the term “client” or “customer”, especially. They bring in too much of a “one-up, one-down” dynamic for my taste.

My personal favorite is the term “patron”, because it implies that the person is a supporter of ours, and we then champion their cause to help them in whatever way we can.

My $.02.

By: Daniel Sitter, Idea Seller

Daniel Sitter, Idea Seller — Tue, 18 Sep 2007 15:34:36 +0000

Semantics and perceptions can vary among people, dependent upon their background and circumstances. Word choices then, can become critically important. I enjoyed your word study and the details you provided John.

To me, the word “client” invokes thoughts of an ongoing, beneficial relationship where the emphasis is more on services provided.

The word “customer,” also one of my favorites, is usually associated with the repeated sales of tangible goods.

One thing is for certain; we all want many of each!

By: Jim McClain

Jim McClain — Tue, 18 Sep 2007 14:58:40 +0000

I would define client as one who receives unique services, products or advice. Two individual seeking service from an accountant is likely to receive different specific advice.

A customer is one who can get the same identical product from many different sources.

This is a key point that I make in my PRIDE Model of Customer Service training program.

By: sterling corbin

sterling corbin — Tue, 18 Sep 2007 04:42:45 +0000

I have gone past customer and cliets and have gone to friends who buy things from.
Friendship is a relationship that is based on trust. Customers does not have that person touch to it yet.

I don’t mind losing a customer but it breaks my heart to lose a friend.

By: Aaron

Aaron — Tue, 18 Sep 2007 03:40:12 +0000

John – I have found that it’s a tad easier to change perception of an idea than it is to change someone’s perception of a word, especially on a 1:1 basis.

Ideas stimulate more parts of the imagination and you can get people excited about them. Not so much for words.

I actually have very little trouble convincing clients of the importance of a blog, but I have never once been able to get anyone ever to change how they felt about a word.

It’s as if words are tied to our emotions and produce images and triggers that people simply react to, whereas ideas are easily molded with the right attitude and information.

Kelly – I couldn’t agree more. I’m not particularly a fan of either, but with the available options I see one as being clearly better.

Some options could include Patrons, Exchangees, Consulted (or Consultees), Conferred (or Conferrers), Advised, Accorder, Partners, and my favorite of this group, Associates (though it reminds me more of an employee than a client).

You can even try words that pertain to your business name, like Ally would for Prevail.

Obviously blogging for businesses has caught on, but I wish you luck and endurance if you try to change the masses’ perception of one of the above words into one synonymous with client/customer.

Each is “close”, but also arouse images of at least one other word you’d have to overtake in every single reader’s mind.

P.S. John do you really think it’s a bad thing for your clients to perceive you as smarter than them or as an expert in the chosen field they have SOUGHT you out for? Seems to me they’d feel most comfortable describing you as an expert to others than as an equal. Why wouldn’t they just do it themselves.

I’m not even a client of yours and I’m more than happy to rank you as an expert. You’ve earned it.

By: Kelly Parkinson

Kelly Parkinson — Tue, 18 Sep 2007 01:27:14 +0000

I tend to agree with Aaron, but this brings up a good point. We don’t have a word that is specific to the consultative-type of relationship, where advice, recommendations, and valued services are delivered over time. The word “customer” does not exclude the strict exchange of money for a product, and most consultants would like to distance themselves from that type of transactional attitude.